Account Experience Liaison

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 Skills, Knowledge and Abilities:

• 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 ability to engage, inspire and drive results through people leadership; Expert understanding of hospital customers and Cencora
• Understands values and needs of customers and can assess changing market conditions
• Strong interpersonal skills; ability to develop and maintain collaborative working and business relationships
• Strong creativity and innovation skills; focused and disciplined

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Full time

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Affiliated Companies

Affiliated Companies: International Physician Networks LLC