Carrollton, TX, United States
Title: Account Manager - Cubixx Solutions
Location: United States-Texas-Carrollton
Job Number: 00001SUE
Under general direction of the Sr. Director, International Account Strategy and Operations, supports key strategic direction and ongoing support of corporate customer relationship management related to all Cubixx customers. Facilitates collaborative relationships with internal teams to plan and reinforce the support services. Also responsible for reporting, documentation, and projects relating to customer business, case management, and performance metrics. Including, but not limited to, responsible for documenting customer support needs during onboarding and ongoing support, providing relevant customer and internal-facing reporting/analytics, participating in customer meetings, and supporting customer requests and issue resolution/troubleshooting.
PRIMARY DUTIES AND RESPONSIBILITIES:
1. Conduct routine meetings and calls with Cubixx clients to determine deliverables that aid clients in use of the Cubixx platform, resolves issues, updates on current projects, discusses support case topics, and advises of new technologies. Critical role in account satisfaction and account retention. 2. Manage Reporting, Analysis and Monitoring of Customer Service metrics, including weekly reporting on Customer and Operational measures including salesforce.com support case issues, support case response and resolutions times, past and forecasted unit deployments, development requests and status, and related data. Primary data sources are the Cubixx system and salesforce.com. 3. Interface with and schedule prospective customer discussions during discovery and pilot phases, produce documentation aiding sales and onboarding process. 4. Key point of contact during transition from project or sales process to existing client, transitioning to relationship owner. 5. Utilizing Key Account Management techniques, interface with Cubixx Management, Product Development, Project, Support and Fulfillment teams to update on current customer initiatives and further requests, issues and product development. 6. Prepare and participate in quarterly or annual business reviews. 7. Plan and organize customer meetings, including scheduling interpreter services, work with translator services for documentation. 8. Proactively identify and analyze all customer trends relating to use of Cubixx, software and hardware issues and opportunities. 9. Partner with Development, Sales, and Support personnel for joint presentations 10. Develop and implement appropriate customer-facing training and documentation designed to reinforce education and use of the Cubixx platform. 11. Manage various projects related to customer requests and initiatives as they arise. 12. Monitor and participate in management of accounts receivable with clients and A/R and Finance staff. 13. Travel - Must be willing to travel as needed to support departmental objectives. 14. Ability to respond to support issues or conduct customer calls outside of regular business hours. 15. Performs related duties as assigned. Qualifications:
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor's Degree Program or equivalent work experience. Normally requires a minimum of seven (7) years directly related and progressively responsible experience.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
1. Excellent customer service skills, proven track record of detail oriented problem solving, trouble shooting, and follow up 2. Excellent project management skills and ability to work collaboratively with a cross-functional team to accomplish common goals; ability to break down obstacles in the path of project plan to meet objectives mutually acceptable to the customer. 3. Demonstrated history of operating in a professional manner with senior leadership at the customer and internal stakeholders level. 4. Ability to analyze database metrics to identify trends, develop remediation plans and take appropriate action. 5. Ability to create reports and documentation in Microsoft Word, Excel, and PowerPoint. 6. Ability to prioritize and make judgment calls related to appropriate urgency in managing requests and issues from internal and external stakeholders and Cubixx/ABC peers. 7. Excellent organizational skills; attention to detail, project experience/orientation 8. Command of Cubixx and ABC products and services; familiarity with automated distribution processes 9. Ability to communicate effectively in writing; excellent presentation skills. 10. Excellent analytical skills - Strong skills with spreadsheets and databases. 11. Proven ability to distill complex issues and analytics into actionable outcomes supporting the customer while protecting AmerisourceBergen interests. 12. Excellent organizational skills; attention to detail. 13. Working knowledge of computers necessary to operate effectively with company systems and programs. 14. Demonstrates ability to handle competing priorities and maintain tight deadlines. Job: Operations Jobs
Website : http://www.amerisourcebergen.com
AmerisourceBergen is one of the world's largest pharmaceutical service companies serving the United States, Canada and selected global markets with a focus on the pharmaceutical supply channel. Servicing both pharmaceutical manufacturers and healthcare providers, the Company's service solutions range from niche premium logistics and pharmaceutical packaging to reimbursement and pharmaceutical consulting services. Our scale, our position in the healthcare industry, and the value we bring to the channel have all helped our business continue to succeed.