Job Description

What is expected of you for success in your role:

* Demonstrate advanced knowledge of Cardinal Health and client landscape, including but not limited to the following: key competitors, terminology, technology, trends, challenges, reimbursement and government regulation; demonstrates working knowledge of how Cardinal Health offerings match with a clients unique business needs.
* Coach, teach, and mentor direct reports in order to maximize efficiency, effectiveness, and productivity while developing others for positions of greater responsibility in the future.
* Interact with clients to provide resolution to inquiries and updates on program performance.
* Deliver broad-based portfolio of solutions that meet Cardinal Health and customer goals.
* Effectively facilitate cross-functional coordination with both internal and external partners with minimal guidance; includes account on-boarding, implementation, and post-launch expertise.
* Influence account profitability.
* Basic understanding of information technology as it relates to client and program technical support.
* Build and maintain high-level, long-term trusted advisor relationships.
* Lead and deliver professional program status to clients and Sonexus senior leadership in accordance with agreed upon cadence; includes Quarterly Business Reviews, Monthly Program Reviews, and Client Health Reports.

What is expected of you and others at this level for functional success:

* Apply knowledge of the client's business to develop optimal solutions.
* Accountability of self and others.
* Proactively demonstrate subject matter expertise and provide clients with the clearly defined value of partnering with Cardinal Health.
* Build and sustain relationships founded on trust with internal and external partners while ensuring customer satisfaction and loyalty.
* Identify and qualify opportunities within service portfolio (including but not limited to technology, program design, services expansion, etc.) with existing client and develop plans for introducing new solutions through collaborative relationships.
* Oversee team member scheduling and work closely with Workforce Management organization in order to meet client Key Performance Indicators.
* Ultimately responsible for all hiring, development, and disciplinary action related to respective team members in compliance with Cardinal Health policy / procedure.
* As primary escalation point of contact for clients and cross-functional business partners, utilize expertise to develop most beneficial solution for client and Cardinal Health while articulating clearly to all parties involved.

Accountabilities in this role:

* Lead by example and develop team members for positions of greater responsibility in the future.
* Maintain working knowledge of client-facing and industry trends as well as providing updates to program and team leadership.
* Provide insight and analysis to clients in order to demonstrate subject matter expertise.
* Grow program margin through demonstrated performance, patient support, and implementation of all applicable Sonexus offerings.
* Own client relationship and act as the escalation point / liaison for all program services, projects, and operational performance issues.
* Ability to create, modify and provide professional client-facing reporting and analytics.
* Interact with clients, project sponsors, stakeholders, and various project members to ensure specified business needs are met; assist in the post-implementation analysis to ensure requirements are fulfilled.
* Develop and demonstrate a comprehensive knowledge of customer invoicing, payment terms, collections, and customer payment history to assist Accounts Receivable.
* Analyze program processes and provide recommendations for improving efficiency; reduce client expenses when possible while never sacrificing quality of care.
* Urgently resolve, escalate, and own issues negatively impacting productivity or quality.
* Build a knowledge base of each client's business, organization and objectives.

Qualifications:

* Bachelors Degree. In lieu of degree, 5 years of relevant experience in client management, account management, or operations management.
* At least 3 years of formal leadership experience consisting of direct reports.
* At least 1 year of client management experience within the pharmaceutical / healthcare industry preferred.
* Outstanding interpersonal and written communication skills; includes presentation skills.
* Demonstrated project management preferred.
* Understanding of P&L statements.
* Intermediate to advanced experience with Microsoft Office products including Word, PowerPoint, and Excel.
* Proven ability to hold self and others accountable in pursuit of providing world-class support.
* Managerial courage.
* Ability to travel 25% of time.