Account Support Manager

Account Support Manager

Support the planning, execution, and oversight of the account management of Premier services at existing members / customers by ensuring adoption of products / services, documenting customer validated savings, and assisting in expanding current accounts' contract penetration across multiple Premier solutions and services. This position is responsible for opportunity validation, as well as proactive approaches to problem solving and critical thinking. This position will work closely with the Account Executive at assigned accounts (hospitals and health systems) to achieve performance improvement leveraging Premier solutions, subject matter experts, products, and services.

This position works in collaboration with other Account Managers and Account Executives, operations, sales, and Member Value Enablement to ensure customer service and value provided exceeds customer expectations. Maintain product and service knowledge and technical competency in all products offered throughout Supply Chain Services. The Account Manager is expected to develop and maintain a working knowledge of other Premier business groups to better serve accounts and to drive additional member engagement. This position works closely with Premier Account Team to ensure coordinated account strategy and planning to maximize customer value from the Premier relationship.

Account Management 85%

Develop working knowledge of supply chain services lines of business and (solutions) products to include; 1) contract portfolio offerings in non-pharmacy, pharmacy, and food, 2) committed and aggregation programs, 3) strategic supplier relationships relevant to customers.

Support account planning process and assist with the development of an outcome improvement plan at each member. Ensures plans are updated monthly with identified and implemented savings and shared with account team.

Position Premier as a strategic partner and be viewed as a trusted advisor by key member contacts.

Work with account team to understand members strategy, goals, and key performance indicators (i.e., savings and performance goals).

Participate in strategic account planning in conjunction with Account Executive and other customer stakeholders.

Work with account team to provide meaningful / target audience appropriate savings and financial updates for inclusion in Quarterly Business Reviews and recurring update meetings.

Cultivate relationships with supply chain services and business lines, including dietary, Rx, purchased services. Generate leads for account growth to meet FY-Fiscal Year revenue targets.

Drive contract penetration via savings opportunity analytics and presentations.

Drive uptake on Purchased Service, Rx and Dietary contracting by developing relationships across member organizations.

Coach members on value of utilizing Premier contracts, products, and services.

Manage strategic supplier and partner relationships.

Maintain a thorough understanding of all the revenue driving and value add products and services offered to the membership.

Become a proficient user of supply chain related tools, focusing on the timeliness and accuracy of customer data and analytics. Develop a working knowledge of customer data to optimize interpretation of analyses.

Ongoing support of analytics that are in alignment with contract roll out and members' supply chain plan.

Management of member rostering of entities and critical customer attributes.

Effectively manage issues with member and supplier customers to :

Collect and document issues.

Probe and scale for urgency.

Resolve, communicate, or escalate to Account Executive and stakeholders along with recommendations.

Educate customers on how to run reports, perform analysis, and identify opportunities in conjunction with client services if appropriate.

Participate in the development of new and innovative approaches to maximize customer value / satisfaction and grow the business.

Administrative 10%

Ensure smooth and effective operations between company and member.

Update monitoring and tracking tools, administrative reports such as salesforce.com, time and expense reports.

Represents the interests of Client Management internally in a variety of settings within and outside of the business group.

Make presentations regarding results and value (primarily, but not exclusively supply chain) as appropriate at conferences, workshops, board retreats, etc.

Participate in cross functional teams across Premier business unit's zone operations teams as requested.

Understand organizational structure and all product and services offerings.

Project Management 5%

Assist with product implementation service delivery (overall project management).

Work with implementation teams to understand project plan and work plan details including timelines, tasks, resources, etc. to assist with successful implementation with the customer.

Work with key stakeholders to understand project requirements and expectations.

May lead problem resolution to ensure customer expectations are met.

Required Qualifications

Work Experience : Years of Applicable Experience - 5 or more years

Education : High School Diploma or GED (Required)

Skills : Ability to prepare and present clinical and / or financial data utilizing Excel, Access, Power Point and Premier tools to share cost management and / or clinical performance improvement opportunities. Ability to conduct / facilitate management level discussions to identify their needs and translate how Premier can support their efforts through existing or new products. Strong knowledge of the issues surrounding the market of health systems in which they serve. Critical thinking and problem-solving skills. Ability to work independently and be self-accountable.

Experience : 5 years

Education : Bachelor's Degree

Additional Job Requirements : Remain in a stationary position for prolonged periods of time. Be adaptive and change priorities quickly; meet deadlines. Attention to detail. Operate computer programs and software. Ability to communicate effectively with audiences in person and in electronic formats. Day-to-day contact with others (co-workers and / or the public). Making independent decisions. Ability to work in a collaborative business environment in close quarters with peers and varying interruptions.

Working Conditions : Remote Travel Requirements : Travel 21-40% within the US Physical Demands : Sedentary : Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time.

Premier's compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier's internal salary range for this role is $90,000 - $150,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills / experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges.

Employees also receive access to the following benefits :

Health, dental, vision, life and disability insurance

401k retirement program

Paid time off

Participation in Premier's employee incentive plans

Tuition reimbursement and professional development opportunities

Premier at a glance :

Ranked #1 on Charlotte's Healthiest Employers list for 2019, 2020, 2022, and 2023 and 21st Healthiest Employer in America (2023)

Named one of the World's Most Ethical Companies by Ethisphere Institute for the 16th year in a row

Modern Healthcare Best in Business Awards : Consultant - Healthcare Management (2024)

The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting

For a listing of all of our awards, please visit the Awards and Recognition section on our company website.

Employees receive : Perks and discounts

Access to on-site and online exercise classes

Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.

Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider