Client Account Manager

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Job Details

Job Purpose:

To manage a portfolio of current Order to Cash clients, oversee and report on service delivery, drive improvement, maintain contractual agreements and identify and secure further commercial opportunities.

Responsibilities:

Service Provision

To develop and maintain a positive relationship with Alloga’s current Client base, whilst actively supporting Alloga’s Company Strategy

To present Alloga and its services to Clients in a professional manner through direct communications in face-to-face meetings, telephone calls, virtual meetings, e-mails, and any other communicative mediums

To ensure all contact with Clients is responsive to their needs

To ensure a schedule of business reviews appropriate to each Client is agreed, but at least one meeting per quarter, conducted with a planned agenda, the output of which can be demonstrated through meeting minutes or noted actions saved in the Client Accounts folder on the network

To explore, scope and potentially implement new business (inc. Value Added Services) to the benefit of existing Clients, and support Alloga’s broadening of services. In turn, liaise with the relevant department where a Client identifies a service not yet available from Alloga

Support the Implementation Manager as appropriate to ensure a successful go-live for new business

To ensure a strong perception of Alloga’s service proposition from current Clients, providing effective communication to the business, or relevant department, where a Client’s perception of our services falls short of what would otherwise be expected

To support Alloga’s Client Survey in securing an appropriate and timely response. Furthermore, review all feedback provided, and where appropriate contribute to any improvements highlighted, and respond to the client in conjunction with the agreed Action Plan

Where a Client’s Service is impacted by Alloga’s actions, to provide a positive contribution to resolution; demonstrated through ownership and potential mitigation of any loss that may be incurred by the Client and minimise the impact of any loss exposure to Alloga

Where a specific incident or action has significantly impacted Service to a Client, or its product, to ensure all relevant NIE/QIR deviation reporting has been instigated and owned by the relevant department, and where necessary involve Quality colleagues in all relevant discussions with Clients

To ensure timely response to Client enquiries and proactively communicate issues to Clients

To work closely with Contract Operations Managers where a client also has an element of 3PL ‘Storage and Distribution’ activity

Strategic

To understand future Client requirements (i.e. storage) and how their plans might fit with Alloga’s property and/or strategic direction. Support the annual Full-Service storage review ensuring 1,2 and 3 year forecasts are captured for every client

Compile weekly storage report by Client by product type, be aware of and follow the defined process for Clients requesting more storage space, including agreeing contractual commitments required. Manage clients’ storage levels where outside of agreed allocations

Where appropriate, raise and contribute to Alloga Change Controls to manage key business changes e.g., movement of clients from one building to another

Commercial

Appropriately escalate where a substantial risk to the account exists – either loss of business or substantial exposure to Alloga’s profitability of service provision

To ensure all Clients’ accounts remain commercially viable, supported by a current Agreement/Contract. Review Clients’ commercial outlook no less than once per year and ensure that Client Account Plans are updated accordingly

Ensure inflation-linked service fee increases are implemented as defined in the Agreement. Commence discussions in advance, escalating any negotiations that will likely run beyond the initial term or become challenging commercially

Deliver and record additional revenue achieved for the business because of an inflationary increase, general rate review or new business from existing clients – via the Client Account Managers Dashboard

Where a Client’s contract nears its expiration, to conduct or support renewal discussions, ensuring the legal framework for any amends have been approved prior to signature

To ensure that all chargeable activity/value added service is captured and where necessary a new rate is agreed with a Client to enable the cost to be charged back appropriately

Regulatory

To maintain a reasonable level of understanding relevant to the industry, from both a regulatory (GDP) basis, and commercial intelligence

Awareness of the effects of Brexit on the business, specifically in terms of imports and exports and impact on processes and revenue

Be aware of the Alloga Business Continuity Plan and effect recovery plans and communication as part of this

Reporting and Admin

Contribute to the timely monthly completion and evolution of the Client Account Managers Dashboard to ensure it remains relevant and useful to Client Account Managers

Contribute to the upkeep of the Clients Accounts Manual, including creating and updating Task Instructions and SOP documents where required

Utilise the Client Matrix as a tool to collate data and feed into the appropriate areas of the Client Account Managers Dashboard. Support the monthly updating of this document as appropriate

Ensure that the Client List in the Alloga QMS (CD/GEN/0234) is up to date for all Clients and ensure that any changes to Clients, (e.g. Client exiting change in model from FS to 3PL or vice versa) are reflected

Update contractual Risk Register with information on all current, expiring, and overdue contracts – currently done via the Client Account Managers Dashboard

To produce and report Monthly KPI’s, identifying service issues, and working with the relevant department and/or Client to improve performance

To report on Clients’ monthly performance, currently through the Managers Business Review Presentation

Ensure all Clients have an active Client Account Plan, updated at least quarterly

Support the Client Profile Change and Due Diligence process and contribute to the monthly report completed by Senior Client Managers

General

To ensure that all direct reports adhere to the Company Health & Safety policies/standards at all times

To ensure that all accidents and near misses are reported immediately to the HS&E Manager

To ensure that all department activity is performed in accordance with company procedures and client instructions

To carry out any reasonable requests as determined by Management

Deputise for Senior Client Account Manager where appropriate

Comply with all applicable Standard Operating Procedures and Training Manuals in order to ensure activities are performed in compliance with relevant requirements of GDP, GMP (as applicable) and any ISO certifications held by the company

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Personal Attributes

Flexible approach to work, able to plan and prioritise effectively.

Confident, enthusiastic with excellent interpersonal skills.

Strong team player, with the ability to also work with a level of autonomy.

Uses initiative and judgement effectively to make logical decisions.

Service orientated, with good commercial awareness.

Ability to display resilience, and determination to provide high quality service.

Ability to drive and support new business.

Knowledge, Skills, and Experience Required

Educated to Degree Standard or with a significant amount of experience in a similar role

Experience within the Pharmaceutical/FMCG industry a distinct advantage

Understanding of supply chain/warehouse concepts

Highly competent in standard office computer packages with excellent presentation skills

Sound Knowledge of Good Distribution Practice

Trained in all relevant SOPs within 3 months

Key Working Relationships

Head of Client Accounts and Customer Care

Senior Client Account Manager

Client Account Managers

Implementation Manager

Head Of Customer Relations

Consumer Key Account Manager

Customer Care/Customer Care Managers

Operations

Quality

Finance

Existing Clients

Limits of Authority

Discipline in line with Company Procedure

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: Alliance Healthcare Management Services Limited

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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned