Supervisor Customer Success

Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a global, integrated healthcare services and products company connecting patients, providers, payers, pharmacists and manufacturers for integrated care coordination and better patient management. Backed by nearly 100 years of combined experience, with more than 50,000 employees in nearly 60 countries, Cardinal Health ranks among the top 20 on the Fortune 500.

We boast tremendous opportunities to grow and apply technical skills to meet organizational needs, empowering talented team members who mentor and uplift others, led by leaders with a focus on employee development and well-being, dedicated training programs, and a collaborative atmosphere.

We currently have a career opening for a Supervisor Customer Success.

Travel

Once per quarter to New York City.

Overview

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.

As customer and business needs evolve, this position has the potential for expanded leadership responsibilities.

Responsible for establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution

Cultivating and maintaining on-going customer relationships with an assigned set of customers. Provides 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. Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.

Responsibilities

Provide direct leadership, coaching and oversight to the Customer Success resource supporting the assigned health system.

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.