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Account Services Specialist II

Company: Amerisourcebergen
Location: Carrollton
Posted on: May 3, 2021

Job Description:

Are you looking to make a difference in a patient''s life? At AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures.What you will be doing Under general direction of the Manager, Account Services, the Senior Specialist, Account Services is responsible for providing comprehensive and consultative services which successfully executes key strategic direction for corporate customer relationship management related to customers defined as Strategic or National Accounts. This role facilitates cross-functional partnerships within and outside the organization that reinforces a best in class support and services relationship. This role is the support and services relationship owner for designated national/strategic/government accounts, which includes, though is not limited to managing processes in direct support of strategic initiatives. In addition this role directly supports customers through facilitation and consultation of key initiatives to corporate customer base for identification and implementation of various best practices within the customer environment, documenting customer support needs, providing relevant customer and internal-facing reporting/analytics, participating in and facilitation of customer meetings, and proactively supporting customer stock/inventory needs essential to maintaining favorable customer relations. PRIMARY DUTIES AND RESPONSIBILITIES: 1. Collaboratively develops and advances relationships with manufacturers and internal partners while providing consultative guidance to corporate customer contacts in support of complex drug shortage issue resolution through the Drug Shortage Program designed to promote patient care. 2. Identifies, evaluates, and documents opportunities and provides solutions to strategic and national customers (health systems, buying groups, GPOs, etc.) related to pricing errors, contract loading, forms and documents follow up, quality assurance, pricing integrity, terms consistency, contract pricing issues , as well as product availability support and stocking requests. 3. Partners with senior sales leadership and account services leadership to create and deliver customer presentations, and resolve customer concerns as needed from Prospect, RFP and QBR activities, including ongoing internal and external stakeholder meetings. 4. Subject matter expert (SME) and support owner for corporate relationship management for customer-facing processes and solutions, from implementation through potential exit (Care, Customer Implementation, Customer Reporting, Operations, Customer Onboarding).5. Directs customer gap analysis opportunities and activities executed by the senior customer implementation team.6. Responsible and accountable for SOP activities, including documentation creation and adherence and training though ongoing governance and reporting of compliance.7. Proactively identifies potential risk(s) associated with initiatives/objectives; implements strategies to mitigate identified risks; manages issue resolution process and reports on results both internal and external. 8. Gathers customer feedback relative to the overall support experience and provides to the appropriate internal stakeholder for review and consideration.9. Proactively identify potential threats that would place customers at risk; drive escalation and resolution to successful outcome through cross-functional partnerships. Supports allocation, drug shortage, product availability and other relevant activities.10. Proactively produce, identify and analyze purchasing trends within strategic customer base and escalate to appropriate internal and external stakeholders. 11. Produce and monitor reports such as Allocation, SOA, Market Shortage, and Key Shortage Update for key customers as well as facilitation/coordination of additional reports based on customer requests. 12. Assists customers after the shortage is resolved to move inventory based on needs. 13. Design and deliver designated customer-facing training plan designed to reinforce adherence to level buying practices, allocation and SOA policies at the corporate/GPO level. 14. Must be willing to travel as needed to provide necessary customer support (approx. 15-20%)15. Performs related duties as assigned.What your background should look like (minimum 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 or equivalent work experience and education. Normally requires a minimum of five (5) years plus related and progressively responsible experience. Pharmacy Technician certification and/or relevant IDN experience preferred. MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS: 1. Detailed knowledge of manufacturer relationships; analytics; and operations in support of the broad spectrum of support provided to the customer.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. Excellent customer service skills, proven track record of detail oriented problem solving, trouble shooting, and follow up. 4. Detailed knowledge of ABC products, services used at ABC; SME level experience with both systems (hardware/software/handhelds), as well as process/solutions, such as automated distribution processes, 3rd party systems, EDI standards and practices, and inventory management best practices. 5. Ability to prioritize, multi-task, and make judgment calls related to appropriate urgency in managing requests and issues from internal and external stakeholders; effectively manages deadlines. 6. Ability to see the broader relationship when presented with different support initiatives. 7. Demonstrated history of operating in a professional manner with leadership at the customer and internal stakeholder level, as well as ABC peers. 8. Excellent organizational skills; attention to detail, demonstrated project management experience. 9. Excellent analytical skills - Strong skills with spreadsheets and databases; excellent problem solving skills. 10. Proven ability to distill complex issues and analytics into actionable outcomes supporting the customer while protecting AmerisourceBergen interests; strong decision making skills. 11. Thorough knowledge of ABC policies & services: solid understanding of ABC''s business segments - CSP, Health System, 340b, Government, Buying Group and GPOs. 12. Ability to communicate effectively in writing; excellent presentation skills. 13. Demonstrated knowledge of Microsoft Word, Excel, PowerPoint and Outlook, Avaya, Business Objects (BOBj) Reporting (MS Access, SQL or other Database reporting tools), and SAP experience required. 14. Demonstrates ability to handle competing priorities and maintain tight deadlines.What AmerisourceBergen offers We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population. Healthcare for associates and eligible dependents, same-sex and domestic partners Paid time off, including vacations and holidays Paid volunteer time off Life insurance and disability protection Pet insurance Employee Stock Purchase Program Retirement benefits and more... Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.About AmerisourceBergen AmerisourceBergen is a publicly traded Fortune 10 global healthcare solutions company and is one of the world''s largest pharmaceutical services companies. Powered by our associates around the world, we provide pharmaceutical products and business solutions that improve access to care. We operate the backbone of the healthcare supply chain. We drive the future of local care delivery. We guide medical innovations to market. We create healthier futures.by Jobble

Keywords: Amerisourcebergen, Carrollton , Account Services Specialist II, Other , Carrollton, Texas

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