Account Manager Freight/logistics

Account Manager

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

This role is in support of Cencora's freight and logistics management service in the US marketed through our Triose business. The Account Manager is responsible for developing, maintaining long lasting and profitable relationships with large strategic health system customers. This position will act as the primary point of contact for the assigned customers where they will be responsible with understanding the customers' needs, strategic initiatives, focus on issue resolution and delivering a positive experience for customers. This role will be responsible for partnering with the Health Systems and Specialty Services sales team and shared stakeholders within Cencora to ensure issue resolution and service is achieved at the customer level. With a focus on current customer value realization, retention, satisfaction, operational / solution adoption, and utilization to achieve operational excellence within the managed customer.

Primary Duties and Responsibilities:

• Develop and sustain long-term customer relationships while engaging customers at all levels, including senior levels of the customer's organization to drive optimal customer experience.
• Operationalizes customer servicing requirements including serving as a point of escalation.
• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal Cencora stakeholders to effectively service the customer.
• Plans, executes, problem solve and monitors initiatives that have direct impact to internal Cencora functional teams and/or external customers (e.g., onboarding/offboarding, conversion activities, and process/policy/technology changes).
• Proactively identifies best practices/initiatives to scale or apply to other like Health System owned customers to drive growth / improve customer experience.
• Evaluates interaction trends and proactively develops and implements improvement programs.
• Develops & maintains customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts).
• Ensures customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes.
• Develop, lead, and drive operational solutions to customers, solicit feedback and actionable inputs internally/externally based on the initiative.
• Collaborates with other teams to develop Health System specific initiatives; proactively identifies potentials risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process.
• Prepares and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, initiative milestones and service metrics.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones
• Provides back-up coverage to support team members while they are out of the office.
• Must be willing to travel (including overnight travel) as required to effectively manage geographic territory; also, must travel to events such as conferences, national and regional sales meetings as required.
• Performs related duties as assigned

Experience and Educational Requirements:

Requires broad training in fields such as business administration, project/program management, healthcare man