[Hiring] Customer Success Supervisor @Cardinal Health

Role Description

Provide operational leadership and oversight in support of a large, complex health system customer.

• Serve as a key connection between the customer, the onsite Customer Success resource, Account Management, and cross-functional Cardinal Health teams.
• Provide direct leadership and coaching to the onsite resource.
• Oversee key operational activities, support performance management and reporting, and serve as an escalation point for complex customer needs.
• Responsible for establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution.
• Cultivating and maintaining ongoing customer relationships with an assigned set of customers.
• Provide new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, improvements to internal and external processes, and other areas of opportunity.
• Provide product service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships.

Qualifications

• Willingness to travel once per quarter to New York City.
• Prior experience in a direct customer-facing role within the healthcare industry.
• Prior experience executing in-person or live video presentations to external customers and articulating metrics.
• Strong data analytics and Excel/reporting capabilities.
• Prior people management experience preferred.
• Prior experience with pharmacy operations, pharmaceutical distribution preferred.
• Experience supporting complex healthcare systems.
• Retail, outpatient, or ambulatory pharmacy experience preferred.
• Experience with specialty pharmacy and/or 340B environments preferred.

Requirements

• Oversee day-to-day customer operational activities and help ensure strong execution and follow-through.
• Serve as an escalation point for complex operational issues and coordinate the appropriate internal resources to support resolution.
• Support oversight of transactions, deliveries, new account setup, credit and billing issues, and other operational customer needs.
• Partner with the onsite resource and Account Management to monitor customer performance, identify risks, and proactively address opportunities for improvement.
• Support the development and validation of customer performance reporting, dashboards, financial insights, benchmarking, and business review materials.
• Maintain visibility to operational and strategic issues and ensure appropriate tracking, ownership, and follow-through.
• Support monthly operational reviews, including service levels, fill rates, shortages, allocations, active issues, and continuous-improvement opportunities.
• Build strong relationships with customer stakeholders and internal Cardinal Health partners.
• Support customer initiatives across acute, outpatient, ambulatory, specialty, and other pharmacy settings as applicable.
• Identify opportunities to improve customer experience, operational efficiency, and overall partnership.
• Take on additional leadership responsibility as customer and organizational needs evolve.

Benefits

• Medical, dental, and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before payday with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.