Sr. Customer Account Analyst

The Senior Customer Account Analyst owns a portfolio of accounts across Retail, Wholesale and Distribution, IDN, and independent and corporate-owned healthcare provider segments. You are the day-to-day contact for those customers & Sales as the individual who knows the accounts inside out. Working within an integrated Customer Operations team that spans Customer Master Data, Order Management, Chargebacks, and Product Returns, you will track contract adherence, distribution patterns, and delivery performance, and use what you find to advise Sales on where to focus.

Vaccine distribution runs on a seasonal cycle. Peak season is over the course of 12 intense weeks and execution heavy. The other nine months are when the deeper analysis, account planning, season readiness, process improvement development and execution work get done. Across both, the job is about understanding why accounts behave the way they do, proactively identifying potential issues, chasing recurring problems back to their root cause, driving solutions and building the relationships and account knowledge that keep a portfolio healthy over time.

• Shapes the Customer
  
  Experience:
  
  Interprets complex commercial policies, drives solutions, and manages reverse logistics to ensure a consistent and trusted customer journey.
• Advances Customer-Centric Operations:
  Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment.
• Partners Across the Business:
  Works closely with Sales, Demand Planning, Logistics, Market Access, and Finance to align on customer strategy and keep commitments to customers.
• Drives System & Data Integrity:
  Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization.

• Your account portfolio:
  You own an assigned book of accounts and get to know how each one purchases contracts, system capabilities, account/network structure and how they perform. You will also lead/support I&T efforts to drive efficiencies.
• Customer relationships:
  Work directly with customers on questions on pricing, membership, EDI/website solutions, and ad hoc reporting.
• Account performance:
  Track contract adherence, distribution patterns, and delivery performance across the portfolios. Retail, Wholesaler/Distributor, IDN, PBG/GPO accounts each behave differently, and part of the role is understanding the different customer types, behaviors, and knowing what normal looks like for each.
• Digging into exceptions:
  Proactively run data quality analysis across billing, shipping, order creation, contract, pricing, and product returns. If the same problem keeps surfacing, proactively work to identify the root cause, while leveraging resources where needed and working toward a solution.
• Reporting and recommendations:
  Identify data exceptions in order to plan and execute strategic plans with Sales partners.
• Order-to-cash execution:
  Keep the order-to-cash cycle moving for your accounts, from order creation through billing, shipment, and settlement, sorting out exceptions independently.
• Making the process better:
  Proactively identify gaps in processes and recommend opportunities for improvement.
• Speaking for the customer internally:
  Coordinate with Sales, Demand Planning, Distribution and Logistics, Market Access, Product Returns, and Finance to line up priorities, flag risks early, to mitigate customer impact.
• Bringing others along:
  Strong business acumen is critical in coordinating with various stakeholders including Sales, Executive Leadership, Demand Planning.

• Experience:
  
  3-5 years in commercial operations, account analysis, product sourcing, or inventory management, including exposure to the order-to-cash cycle. Pharma, vaccine, or regulated healthcare distribution experience helps but is not required.
• Analytical Rigor:
  You are comfortable working across billing, pricing, contract, and order data, finding the pattern in it, and saying plainly what you think should happen next.
• Systems Fluency:
  Microsoft Office with strong Excel, SAP, and Model N experience preferred; exposure to Power BI or similar reporting tools is a plus.
• Relationship Management:
  You have owned a book of accounts and been the person customers call when trying to resolve challenging problems, possess the ability to independently make decisions while acting as the voice of the customer.
• Education:
  
  Bachelor's…