Cardinal Health Principal Client Account Manager in Newton, Massachusetts

Job Title: Principal Client Account Manager

Department: Client Outcomes

Reports to: Director of Account Management

SUMMARY

The Principal Client Account Manager (PCAM) establishes and/or builds strategic customer relationships within accounts, focusing mainly on larger, more nationally recognized entities. The Principal AM has significant visibility and influence within the customer as well as internal to the naviHealth organization. This influence is used to steer initiatives in an appropriate direction based on industry trends and solution availability. The Principal AM can serve as a convener of individuals and other resources to execute on customer requirements. This role clearly defines strategic goals for the account along with the customer and conveys these to the naviHealth team so all efforts are aligned. The Principal AM may work in tandem with a portfolio manager, client outcomes specialist, business development leader, and more junior account managers to form a regular cadence of meetings with the customer. This individual uses data from a variety of sources to provide a current state/future state roadmap with high-level plans for how to get there. The Principal AM will implement customer-specific strategic account plans designed to increase overall utilization of solutions and services, add customer value, and ensure customer retention and improved customer satisfaction.

The Principal Account Manager can work closely with naviHealth key leaders in the areas of strategy or business development to create solutions that not only respond to the current trends but lead industry growth. The PCAM performs a wide variety of activities from advanced analytical tasks, customer-facing planning meetings, and change management and user adoption to operational functions when needed. He/she liaises between the company and customers to ensure that our customers are achieving their business objectives and outcomes from the solutions they purchased. He/she may also support new client sales opportunities for their assigned accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Build and evolve strategic customer relationships at the highest level of the organization.
  • Create strategic plans, roadmaps or dashboards that convey key data points that assist in decision-making
  • Organizes and directs an internal team to execute on customer’s strategic, project, and operational goals
  • Serve as a customer advocate ensuring the needs of our customer base are appropriately met through the timely development of product and delivery of service through the creation of enhancement requests, potential bug fixes, and other modifications
  • Gather, analyze, and present customer data to foster meaningful conversations that assist the client in moving forward with major initiatives and optimal system use
  • Stays current with industry trends and can articulate how naviHealth products and services align with the current and future directions of the industry
  • Proactively identifies potential solutions for our customers based on observations and experiences
  • Leads the ARR (after-action-review) process with internal teams following project go-lives and significant interruptions in services and messages key learning as well as team improvements back to the customer
  • Works to identify best practices within the customer and communicate these to the appropriate team
  • Proactively identify opportunities to leverage our customer’s best practices and share these findings through industry white papers, conferences, and articles
  • Develop methodology that leverages internal offerings, resources, and knowledge to move clients in a direction closer to achieving industry standards
  • Other duties as assigned.

Required Qualifications

  • 10+ years in account-management experience in health care, health care IT, or other software setting
  • Knowledge of industry changes to move further towards value based care, Meaningful Use Stage 3, and other types of payment reform that is driving change within healthcare organizations and their partners.
  • Knowledge and experience of HealthCare Information Technology and software systems (ex. Case Management, EMR/EHR, Post-Acute Facilities) is strongly preferred
  • Ability to conceptualize and develop high-level plans and execute accordingly
  • Ability to collaborate with cross-functional teams and personnel at all levels both internally and externally
  • Ability to take disparate ideas and formulate into larger concepts
  • Maturity and demeanor to establish immediate professional credibility with customers and to work effectively with clinical, administrative, technical, and leadership staff within the customer’s organization
  • Demonstrated ability to manage and escalate issues and drive issue resolution.
  • Proven ability to work independently, with minimal supervision, and to problem-solve both customer related issues or to escalate as necessary either to customers or within the company organization
  • Experience analyzing data and using information to drive organizational change, customer relationships and solutions
  • Demonstrated aptitude for working with information systems within a healthcare organization and the understanding of computers and the use of software applications
  • Effective written and oral communication as well as the ability to compose plans that are received by all levels of the organization, both internal and external.
  • Adaptable to change in processes, procedures, responsibilities
  • Strong project-management, organizational and problem-solving skills
  • Ability to multi task and juggle a diverse workload
  • High proficiency in Microsoft Office

Preferred Qualifications

  • C- Level communication skills, both written and oral/presentation.
  • Independence and flexibility
  • High attention to detail and proven ability to manage multiple, competing priorities simultaneously
  • Composed, poised and professional demeanor
  • Experience as an account manager, sales executive, or consultant
  • Experience working with large IDN, hospital systems or nation-wide post-acute providers
  • Demonstrated business acumen in balancing customer and business requirements, i.e. financials strategic and tactical thinking
  • Must be able to manage conflict/challenges and be receptive to change

EDUCATION and/or EXPERIENCE

Bachelor’s degree in a related field required, advance degree preferred

Location

Required that the candidate reside within easy access of a major airport. The candidate would likely work from their home office.

TRAVEL REQUIREMENTS

Up to 60% travel is possible. Travel is generally not over a weekend; Valid driver’s license required.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.