Director, Account Management

Job Title: Director, Account Management

Reports To: VP, Member Services

Position Summary:

Under the direction of the VP, Member Services, the Director is responsible for day-to-day account management and customer service for Yankee Alliance, LLC members.The Director acts as the main point of contact post-onboarding, maintaining customer satisfaction, retention, and growing business. The Director is responsible for maintaining relationships with new accounts and supporting established assigned members in achieving maximum contract utilization and participation in Yankee Alliance programs.

Essential Functions:

• Educate current members regarding Yankee Alliance’s mission and core services.
• Support new member implementation and support contract launch process.
• Act as the primary liaison between members and internal Yankee Alliance staff, such as the contracting department, and ensure that relevant issues are conveyed to Yankee staff and the highest quality customer service is delivered to our members. Support distributor representatives with contract research, relay price points and assist with contract connection.
• Conduct electronic campaigns to promote Yankee Alliance and Premier contract savings opportunities. Identify members to participate in contracting initiatives.
• Promote relevant Purchased Services contracts to members for uptake. Utilize internal reports with a view toward bringing actionable items to our members.
• Take the lead in troubleshooting and resolving issues, including contract issues with our suppliers, such as pricing and contract connection.
• Proactively work with distributor partners and suppliers to ensure connections are completed.
• Monitor purchasing volume and savings reports for members with a view toward maintaining and increasing their volume and savings.
• Attend Contracting meetings to discuss contract uptake opportunities. Provide Contracting with member feedback, including, but not limited to, member rationale for not utilizing a contracted vendor or new vendors we may want to pursue a contract with.
• Run reports and pull information from CRM, Premier Supply Chain Advisor and Premier Member Roster database based on member needs.
• Prepare, distribute and monitor the completion of membership applications and contract documents.
• Document member interactions in CRM, recording details of actions taken.
• Recommend improvements in processes and procedures to ensure effective, efficient operations.
• Collaborate with other departments on process improvements
• Educate distributor and supplier partners on GPO processes, best practices, and opportunities
• Other duties as assigned.

Education and Work Experience:

• Bachelor’s degree in a related field or comparable work experience required.
• Three or more years experience with independent account management. Prior experience in the healthcare industry highly preferred.
• Must have prior experience using MS Office products, including Outlook, Excel, Word, and PowerPoint. CRM a plus.
• May require occasional travel to member locations, suppliers or industry conferences.

Competencies:

Customer Service

• Demonstrates technical and business expertise in independently dealing with customer problems or concerns.
• Displays a positive and professional image to the customer at all times.
• Keeps customers informed about progress in addressing their issues, concerns or inquiries.
• Listens carefully to customers to accurately assess issues, concerns and problems.
• Takes more than minimally acceptable action to assist a customer.

Credibility

• Carries a reputation that inspire confidence in their results.
• Presenting themselves in a way that is easy to trust and believe in.
• Proven expertise or knowledge appropriate subject matter.
• Demonstrates a commitment to accuracy and thoroughness.
• Ability to build strong relationships with all levels of management, internally and externally.

Cooperation

• Possesses the ability to build consensus and gain the confidence of others.
• Understands that the team’s success takes priority over personal achievements.
• When conflicts occur, is effective in helping to resolve them.
• Values the contribution of others and is open to hearing what others have to say.
• Is willing to pitch in to help when needed.
• Takes direction willingly and does not become defensive when being coached.

Flexibility

• Able to manage multiple tasks independently.
• Deals with unexpected changes in work, deadlines, or strategy in a positive manner.
• Demonstrates openness to new organizational structures, procedures, and technology.
• Willingness to learn new skills, techniques, change current responsibilities as necessary, and be open to other ideas, opinions, and perspectives.
• Willing to take necessary action with enthusiasm.
• Able to react quickly and appropriately when necessary.
• Seizes opportunities and volunteers to participate.

Communication

• Communicates clearly, concisely, and candidly with people at all levels of the organization; avoids vagueness, ambiguity, and mixed messages.
• Presents information in a clear, succinct, and effective manner.