Account Experience Liaison

AmerisourceBergen Services Corporation • Detroit, MI • 8h ago

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

The Account Experience Liaison operates as the strategic interface for business-solution discovery, services management, risk management and relationship management. This role serves as the relationship linkage between Cencora and the customer and provides highly-valued strategic consulting level support and pull through on services sold to GPO members and manufacturers. They facilitate, and serve as a lead, for the planning and execution of initiatives to enable the customer to achieve their objectives through collaboration with Cencora., They also communicate decisions, priorities, and relevant project information to appropriate levels of Cencora, regarding service requests, projects, and initiatives. Maintains customer satisfaction by providing problem-solving resources and extends an excellent customer experience to expand and retain existing business resulting in increased profitable revenues.

Primary Duties and Responsibilities:

Establishes and maintains a strategic relationship with appropriate level key stakeholders and Cencora. Provides support to the Specialty GPO membership for a variety of customer relation needs and GPO services and contract pull through as required for margin expansion to support the GPO business. Proactively identifies potential risk(s) associated with initiatives/objectives; implements strategies to mitigate identified risks; manages issue resolution process and reports on results both internal and external. Generate field alerts to ensure sales and support teams are aware of applicable changes and pertinent updates. Represents the Customer strategies and priorities. Leads and champions change management activities (i.e., frequent communication to Cencora and the customer about the change and the impact of the change, advocacy, coaching, and mitigation of resistance to minimize disruption and achieve desired results from initiatives. Gathers customer feedback relative to the overall support experience and provides to the appropriate internal stakeholder for review and consideration. May support and or participate in formal reporting of project status. Ensures stakeholder's expectations are set and identifies and resolves disconnects through negotiation or governance mechanisms. May be required to travel to events such as conferences, national and regional sales meetings as required. Performs related duties as assigned

Experience and Educational Requirements:

Requires broad training in fields such as business administration, accountancy, computer sciences or similar vocations generally obtained through completion of a four-year bachelor's degree; requires three plus years of directly related and progressively responsible experience.

Minimum Skill, Knowledge and Ability Requirements:

Strong organizational skills; attention to detail Ability to communicate effectively both orally and in writing Strong customer service skills Excellent follow-up skills Strong interpersonal skills Strong time management skills; ability to schedule customer appointments in advance Good understanding of specific business segment Good understanding of Cencora Solutions support network, able to understand who can best resolve issues Up-to-date knowledge of spreadsheet and presentation software and equipment Ability and commitment to identify opportunities to develop productive Strategic Account Specialists Ability to develop, forecast, and own responsibility for Proven abili

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