As a member of the Customer Success Team, the Supervisor is an experienced health system advisor, master communicator, problem solver, and on-going project manager responsible for the corporate office relationship with aggregate group Acute IDN(s) under a customer success Manager. This individual is a customer driven, entrepreneurial minded team player that wakes up every day focused on meeting customer needs and working proactively to build long-lasting relationships and sustainable processes and solutions. 

Responsibilities

Corporate Customer Relationship and contract management

• Will have direct reports and supports corporate relationships with multiple, large IDN customer accounts.

• Demonstrates deep customer expertise; collaborates with corporate offices to identify the drivers leading to business success.

• Partner with management and leaders of other teams to contribute to organizational success of customer relationship.

• Develops an elite team by training and coaching the professional development of account managers.

• Handle sensitive situations and/or information in a professional manner.

• Deliver on commitments made during sales process by operationalizing and owning the terms and conditions of customer agreement to full extent. 

• Develop strategic IDN plan in collaboration with manager, inside sales, outside sales and other cross-functional teams. Identify critical account management capabilities and customer needs through deep understanding of business and customer base. 

• Own communication between the customer and Cardinal Health ranging from service issues to leading cadence calls.

• Support direct reports in leading the preparation and delivery of Business Reviews, including facilitating their partnership with sales counterparts to ensure a focus on delivering insights and generating productive conversations around strategic initiatives/partnership.

• Responsible for execution to customer agreement, including reporting of performance measurements, identification of savings opportunities, reporting the savings achieved and communicating back to customer; validates MMP and rebate calculations and delivers results.

• The role will be 40% team leadership / 40% tactical / 20% project/process improvement.

Issue Resolution/Project Management 

• Responsible for identifying, quantifying, qualifying, tracking, and evaluating customer pain points and for facilitating, developing, designing, and implementing processes that improve overall customer experience. Act as customer advocate and liaison back into Cardinal Health organization (sales, customer service, implementation, contracts, operations).

• Ensures that customers have a positive experience; commits to meet or exceed customer expectations.

• Provides appropriate level of customer support on complex customer issues.

• Manages more involved customer transactions with a focus on project initiatives and quality improvement.

• Implements, measures, and evaluates the effectiveness of protocols, programs, or deliverables.

• Compares measurement results to standards.

• Identify opportunities to improve efficiency while providing flawless transactions, services and products.

Analytics and Reporting

• Responsible for execution to customer agreement, including reporting of performance measurements, identification of savings opportunities, reporting the savings achieved and communicating back to customer.

• Reporting of performance measurements to track and sustain continuous improvement for initiatives and routine business needs.

Qualifications

• Pharmaceutical Distribution Account Management experience of at least 2 years.

• Experiencing executing business presentations and working with IDN leadership. 

• Demonstrate advanced knowledge of Cardinal Health Pharmaceutical Distribution service.

• Knowledge of both PD/SPD distribution, supply chain and pharmacy solutions

• Experience taking internal opportunities to lead team projects, participate in cross-functional projects (ex: kaizen, team calls, reporting initiatives) 

• Strong communication skills

• Demonstrate ability to problem solve and develop key relationships with external and internal customers.

• Go-getter, team player, focused on continuous improvement and development. 

• Ability to identify needs, take action and manage projects (keeping insight the systemic issue)

• Strong Analytical and Reporting capabilities 

• Strong process management and account management skills 

• Lead and manage both internal team members and external customers in a complex matrix environment

Anticipated salary range: $67,500 - $105,930

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage

• Paid time off plan

• Health savings account (HSA)

• 401k savings plan

• Access to wages before pay day with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Healthy lifestyle programs

Application window anticipated to close: 4/14/26 *if interested in opportunity, please submit application as soon as possible.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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