Account Manager, Pharmacy Client Services

The Account Manager works with customers to help proactively and reactively identify, understand, and resolve business, distribution, invoicing, sales related, and operational issues. Responds to customer inquiries and takes actions essential to maintaining favorable customer relations; and works both independently and collaboratively with other sales (Cencora) team members. focusing on accounts where high-touch customer interaction is essential to business retention and expansion.

Primary Duties and Responsibilities:

• Builds a long-term business partnership with each assigned customer based in trust and confidence that their needs and issues will be addressed and resolved in a timely and professional manner.
• Acts as a consultative business partner, continually identifying opportunities to improve the customer's business through increased utilization of Cencora service/programs/solutions.
• Proactively anticipates, investigates, and resolves customer issues via phone, email, or Teams Meetings. Responsible for "end to end" total issue resolution and developing and executing an independent plan to ensure customer satisfaction.
• Surfaces customer needs through a strong knowledge of the customer's business and deep relationship and identifies potential Cencora programs/solutions opportunities that would benefit the customer's business (e.g., GNP, specialty services, add on software modules and services, etc.). Enrolls customers in programs/solutions and helps them get the most out of their involvement through regular visits and/or discussions.
• Serves as a subject matter expert to customer for all aspects of our solutions.
• Provides input to and ensures that Account Management efforts are aligned with the overall customer business plan that is updated on a quarterly basis. Continually stays connected with other members of the sales team to identify opportunities and highlight potential pitfalls. Provides input and regular communications with customers and members of related teams to ensure program success and to resolve any issues. (e.g., User Services/IT, CARE, Support, Integration, Implementation, Product Development, etc.).
• Trains and offers advice to ensure customers maximize the value of their Cencora solutions, with a particular focus on effectively utilizing features of Cencora programs and advising customers on Cencora systems and solutions.
• Provides customer training for products related to our solutions.
• In collaboration with the Sales Executive and District Director helps to create, plan, and execute customer business plan.
• In collaboration with Customer Care, User Services, Customer Maintenance, and Sales Executive, works to continually improve the customer satisfaction as measured by the SRA.
• Effectively and efficiently manages the assigned territory with a regular call cycle that results in the delivery of appropriate/defined customer touches while also making off-cycle, discretionary calls, as situations require.
• Extensive knowledge of PBM credentialing requirements to enroll customers into all eligible PBM Networks as well as maintain any current enrollments via required re-credentialing tasks.
• Coordinates closely with Sales Executives, Inside Sales, Customer CARE, and other departments to present a cohesive "face" of Cencora to the customer.
• Logs all customer and key internal interactions in Salesforce on a in a timely and consistent manner to ensure customer success and accurate documentation.
• Monitors nightly product shortages and PRxO Generics product switches working with the DC-based supply chain management group to ensure proper inventory is available or on order for their accounts as needed.
• Develops and demonstrates a comprehensive knowledge of customer invoicing, payment terms, collections, and customer payment history as necessary to assist Accounts Receivable as required from time-to-time. Works alongside Accounts Payable Team to assist with customer invoices, payments, inquiries, and payment history as needed.
• Develops and maintains working knowledge in all industries, along with the regional territory, using Cencora training, District Director mentorship, sales executive collaboration, industry information and company literature.
• Works directly with District Director, Business Development Managers, Sales Executives, and corporate sales associates to transition newly acquired business to the individual territory assignment.
• Must be willing to travel occasionally (including overnight travel) within the assigned customer base and geographic territory; travels to events such as conferences, national and regional meetings, customer visits, etc.
• Assist with all aspects of on-Boarding and project management for provided solutions.
• Provides customer service with Elevate platform reconciliation enrollment for new customer set up.
• Responsible for training and support for Cencora solutions utilized by our customers. Provide guidance to ensure customers maximize the value of their Cencora solutions, with a particular focus on effectively utilizing features of Cencora programs.
• Acts as liaison between customer and both inside and outside solutions utilized by customer.
• Effectively manages all aspects of claim reconciliation process utilizing provided solutions. Includes supplying monthly reports to customers and following up on outstanding claims, as well as handling data discrepancies.
• Performs related duties as assigned.

Experience and Educational Requirements:

• Requires a demonstrated track record of successful in-person account management skills within a defined territory and customer set resulting in a high level of customer satisfaction.
• Must be comfortable working independently with customers, and regularly applying business judgment to application of company policies.
• 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 or equivalent work experience.
• Normally requires a minimum of two (2) to four (4) years related and progressively responsible experience. A minimum of two (2) years of account management or related client/customer service experience in a healthcare (health insurer, managed care, third party administrator, PBM, or pharmacy) setting.

Minimum Knowledge, Skills and Abilities:

• Ability to build strong in-person customer relationships.
• Strong interpersonal skills and ability to work as a cohesive account team.
• Strong organizational skills, attention to detail and reliability.
• Ability to work independently with limited direct supervision.
• Ability to regularly use business judgment on applying company policy.
• Excellent integration, on-boarding, implementation, and management skills.
• Ability to prioritize and manage multiple projects and complete them on time.
• Excellent probing skills.
• Excellent project management skills.
• Ability to collaborate with cross-functional teams to deliver the highest quality of service for all customers and accounts.
• Excellent grasp of electronic ordering platform software.
• Effective decision-making skills.

• Strong analytical skills, including familiarity with Microsoft Suite Programs (E.g., Excel, Outlook, Teams, Word)
• Familiar with healthcare related state and government regulations, such as CMS, Medicaid, state board licensing, etc.
• Related experience with healthcare and pharmacy benefit credentialing processes.
• Ability to communicate effectively both orally and in writing.
• Ability to resolve customer issues quickly and creatively to improve customer satisfaction.
• Familiarity with Cencora products, services, and pharmaceutical distribution operations, preferred.
• Working knowledge of computers is necessary to operate effectively with company systems and programs.
• Proficiency in pharmacy software programs and related pharmacy experience
• Willingness to travel and attend national and regional conferences.
• Must be a self-starter with ability to work independently and with a team.
• Must have retail or medically integrated pharmacy experience.
• Proficiency of pharmacy software (i.e.: QS1, Pioneer), or related experience.
• Preferred Pharmacy technician certification with a national technical certification organization, such as Pharmacy Technician Certification Board (PTCB) or other comparable state certification preferred but not required.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned