Account Manager, Customer Success

Cardinal Health is a global healthcare services and products company connecting patients, providers, payers, pharmacists, and manufacturers. The Account Manager, Customer Success serves as the primary relationship owner for a major healthcare system, coordinating internal resources, resolving customer issues, analyzing data, and delivering customer meetings, insights, and strategic value.

Responsibilities:

• The successful Account Manager will make the customer feel heard, understood, and well supported. One must ensure that requests are acknowledged, priorities are understood, information is accurate, and issues will continue moving without repeated follow-up. This person will remain steady and constructive when conversations are direct, persist when new ideas initially meet resistance, and continue finding practical ways to support the customer. Internally, this person will independently coordinate the right resources, communicate clear ownership and timelines, and bring both solutions and strategic insights that strengthen the partnership and demonstrate Cardinal Health’s value
• Customer-focused and relationship driven: Builds trust through genuine support, empathy, reliability, and a strong understanding of the customer’s priorities and operating environment
• Communication: Communicates clearly, professionally, and proactively with customer and internal stakeholders; acknowledges requests promptly, sets expectations, and provides updates through resolution
• Organization/Multitasker: Manages a high volume of requests, recurring deliverables, meetings, reports, and time-sensitive priorities without losing track of commitments
• Strong sense of urgency: Quickly recognizes customer impact, prioritizes appropriately, and acts immediately when an issue is operationally, financially, or clinically significant
• Action oriented with end-to-end ownership: Drives complex issues to resolution, even when they require coordination across several teams, ongoing escalation, or rapid turnaround. The customer should not have to repeatedly follow up to keep work moving
• Analytics: This role will regularly use Excel with VLOOKUPs and other formulas, functions, and data tools, to organize, validate, reconcile, and analyze information efficiently. Identifies trends and risks and turns financial, operational, utilization, inventory, compliance, and service data into clear insights and recommended actions
• Presentation/Facilitation: Leads customer meetings and business reviews with confidence, explains complex information in an understandable way, and moves conversations from reporting into decisions, opportunities, and next steps
• Relationship Building: Learns processes quickly, identifies the right accountable partners, and builds effective cross-functional relationships to resolve issues efficiently
• Proactive and forward looking: Anticipates deadlines, risks, customer questions, and upcoming needs; plans ahead and identifies opportunities before the customer has to ask
• Dependability: Follows established processes, meets commitments, delivers accurate work on time, learns from mistakes, and puts safeguards in place to prevent recurring issues
• Demonstrates professional resilience: Receives direct or challenging feedback professionally and understands that it comes from the customer’s commitment to getting the right outcome. Manage tough conversations listening for the underlying concern, remains constructive, and uses the feedback to strengthen the partnership
• Persistent and comfortable leading through resistance: Recognizes that the customer may be hesitant to adopt new ideas or changes. Continues to look for practical, customer-centered ways to add value, adjusts the approach based on feedback, and keeps appropriate opportunities visible without becoming discouraged by initial resistance or repeated “no” responses
• Calm and adaptable: Maintains professionalism while balancing competing priorities, ambiguity, escalations, and urgent customer situations

Requirements:

• Remote
• This role will support a California based hospital system and therefore requires someone to work traditional Pacific Time Zone hours
• No known immediate travel however; one must be willing to travel once per quarter if necessary
• Prior experience in a direct customer facing role
• Prior experience executing in-person or live video presentations to external Cardinal Health customers and articulating metrics
• Strong Analytical and Reporting capabilities
• Excel VLOOKUP proficiency is required
• Demonstrate ability to problem solve and develop key relationships with external and internal customers
• Willingness to travel once per quarter to client sites; mostly within the Pacific time zone
• Team player, focused on continuous improvement and development
• Ability to identify needs, act and manage projects
• Strong communication skills
• Attention to detail