What Customer Success Contributes to Cardinal Health
This role is responsible for 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, b/o support, 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 of the Customer Success Team:
This team is responsible for proactive oversight of the end-to-end service experience for Strategic Customers, acts to ensure a positive and efficient customer experience while enabling sales rep selling time.
· Partner with and directly support a Hospital Sales Executive (or SAE) and assigned accounts. Attend regular meetings with the HSE or SAE ensuring strong working relationship
· Leverages data and analytics to identify and interpret trends, understand root cause and drive sustainable solutions (currently using tableau to gather data, interprets and provides leads to reps on existing business)
· Develop and maintain various sales reports and dashboards to provide visibility on key sales initiatives (contract compliance)
· Exercises influential leadership, working cross-functionally with internal stakeholders and external customers to ensure a seamless customer experience while troubleshooting issues with backorder/supply chain, credit, rebilling, and repoints
· Drive self-service through the e-commerce website (answers questions about where to find info, direct to the right resources on the website)
· Product complaints and incident reports and coordinates support from the RAQA team (CC)
· Partners with Product Managers to provide timely product updates, certificate of analysis and MSDS (CC)
· Identifies opportunities to improve efficiency while providing flawless customer services; manages internal resources to optimize cost effectiveness
Qualifications:
· Bachelor’s degree or equivalent work experience, preferred
· Previous experience preferred
· Strong interpersonal and communication skills
· Strong verbal and written skills
· Advanced computer skills (Excel, Word, PowerPoint)
Cardinal Health is committed to accommodating applicants with
disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Human Resources team is responsible for working with applicants requesting an accommodation at any stage of the hiring process.
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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