Senior Account & Relationship Manager

Basic Function

Senior Account & Relationship Manager are subject matter experts when it comes to our products and the business processes which they facilitate. The Senior Account & Relationship Manager works with a broad cross-section of our pharmacy productivity customers to strengthen adoption; identify opportunities to expand the footprint and help ensure the renewal of our products. Our Senior Account & Relationship Manager work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging Wolters Kluwer capabilities, and provide recommendations on how to proceed.

Senior Account & Relationship Manager are strong contributors to this team of competitive and experienced professionals focused on customer satisfaction, customer retention, and our customer's Return on Investment (ROI)

• Proactively identify and prioritize pharmacy productivity accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe.

• Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, and help them to improve their ROI on the application.

• Work closely with marketing and support and training to leverage best approach to efficiently and effectively communicate with customer base

• Develop a complete understanding of Wolters Kluwer pharmacy productivity products and working knowledge of complementary products and services

• Gather and create best practices for implementing and using our products to be disseminated to customers through content, conversations and presentations.

• Act as liaison between product management and the customer to be an expert on the product, understand the roadmap and elevate critical product issues.

• Facilitate transitions following new implementations or re-implementation.

• Maintain up to date information in our Customer Relationship Management (CRM) system for assigned customer base.

• Work collaboratively with Sales team who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the territory.

• Maintain reference information on pharmacy productivity accounts

• Take ownership of identified Red Accounts for assigned pharmacy productivity client base and ensures that action steps are completed and Red account status resolved.

• Research and lockdown renewals that include a price increase and negotiate in the renewal process.

• Be available to assist Implementation teams on issues that arise during implementation of our Standard accounts.

Performs other duties as assigned by supervisor.

• High School diploma required or equivalent

• BA/BS preferred

Minimum of 4 year's experience in a customer facing position that required a mix of proactive and reactive account management or interaction.

• Excellent oral and written communication skills

• Experience with industry based software applications

• Experience working with senior executive level personnel

• Proven time management and prioritization skills

• Ability to work well under pressure

• Intermediate Microsoft Office Suite skills

Up to 5% travel may be required (occasional site visits and trade shows)

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