Account Manager

Work Location:

 Phoenix, AZ

Shifts:

 Not Applicable

Positions Available:

 1

Position Summary

Under general direction of the District Director, the Account Manager works with customers to proactively and reactively help identify, understand, and resolve business, distribution, and operational issues; responds to customer inquiries and takes actions essential to maintaining favorable customer relations; and works both independently and collaboratively with other sales team members focusing on accounts where high-touch customer interaction is essential to business retention and expansion.

Primary Duties and Responsibilities

  1. Builds a long-term business partnership with each assigned customer based in trust and confidence that their needs and issues will be addressed and resolved in a timely and professional manner.
  2. Acts as a consultative business partner, continually identifying opportunities to improve the customer’s business through increased utilization of ABC service/programs/solutions.
  3. Proactively anticipates, investigates, and resolves customer issues (e.g., stock shortages) both in the field and remotely via phone. Responsible for “end to end” total issue resolution and developing and executing an independent plan to ensure customer satisfaction.
  4. Surfaces customer needs through a strong knowledge of the customer’s business and deep relationship and identifies potential ABC programs/solutions opportunities that would benefit the customer’s business (e.g., GNP, specialty services). Enrolls customers in programs/solutions and helps them get the most out of their involvement through regular visits and/or discussions.
  5. Provides input to and ensures that Account Management efforts are aligned with the overall customer business plan that is updated on a quarterly basis. Continually stays connected with other members of the sales team to identify opportunities and highlight potential pitfalls. Coordinates and ensures positive customer experience with other ABDC groups (e.g., User Services/IT, CARE).
  6. Trains and offers advice to ensure customers maximize the value of their ABDC solutions, with a particular focus on effectively utilizing features of ABDC programs and advising customers on ABDC systems and solutions.
  7. In collaboration with the Sales Executive and District Director helps to create, plan and execute customer business plan.
  8. In collaboration with Customer Care, User Services, Customer Maintenance, and Sales Executive, works to continually improve the customer satisfaction as measured by the SRA.
  9. Effectively and efficiently manages the assigned territory with a regular call cycle that results in the delivery of appropriate/defined customer touches while also making off-cycle, discretionary calls, as situations require.
  10. Coordinates closely with Sales Executives, Inside Sales, and Customer CARE to present a cohesive “face” of ABDC to the customer.
  11. Logs all customer and key internal interactions in Sales Trac on a timely and continually basis to identify opportunities, facilitate issue resolution, periodic reporting and coordination.
  12. Monitors nightly product shortages and PRxO Generics product switches working with the DC-based supply chain management group to ensure proper inventory is available or on order for their accounts as needed.
  13. Develops and demonstrates a comprehensive knowledge of customer invoicing, payment terms, collections and customer payment history as necessary to assist Accounts Receivable as required from time-to-time.
  14. Develops and maintains working knowledge in all industries, along with the regional territory, through the use of ABDC training, District Director mentorship, sales executive collaboration, industry information and company literature.
  15. Works directly with District Director, Business Development Managers, Sales Executives, and corporate sales associates to transition newly acquired business to the individual territory assignment.
  16. Must be willing to travel extensively (including overnight travel) within the assigned customer base and geographic territory; travels to events such as conferences, national and regional meetings.
  17. Performs related duties as assigned.
Experience and Education Requirements

Requires a demonstrated track record of successful in-person account management skills within a defined territory and customer set resulting in a high level of customer satisfaction. Must be comfortable working independently with customers, and regularly applying business judgment to application of company policies. 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. Normally requires a minimum of two (2) to four (4) years related and progressively responsible experience.

Minimum Skills, Knowledge and Ability Requirements

  1. Ability to build strong in-person customer relationships
  2. Strong interpersonal skills and ability to work as a cohesive account team
  3. Ability to work independently with limited direct supervision
  4. Ability to regularly use business judgment on applying company policy
  5. Excellent probing skills
  6. Excellent project management skills
  7. Excellent grasp of electronic ordering platform software
  8. Good decision-making skills
  9. Good analytical skills, including familiarity with Microsoft Excel
  10. Ability to communicate effectively both orally and in writing
  11. Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
  12. Familiarity with ABC products, services and pharmaceutical distribution operations
  13. Strong organizational skills, attention to detail and reliability
  14. Working knowledge of computers necessary to operate effectively with company systems and programs
Additional Information

Territory - Phoenix, El Paso, New Mexico, Las Vegas, portion of S. CA

 


Job Code : HRReq009623
Division/Department : AmerisourceBergen Corporation

   
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