Position Title:
Corporate Technical Account Manager (CTAM)Department: Corporate Accounts Reports to: Corporate Success Team Manager Persons reporting to this position (# & Classification): NoneOverall responsibility: The Corporate Technical Account Manager is responsible for working with CUBEX Corporate Account Sales Leadership, Corporate Success Managers (CSM), Professional Services and Operations, Customer Support, Product Development, Integration Development and other CUBEX teams focused on maximizing the Corporate Account client experience.
The ideal candidate must thrive in a fast-paced environment, enjoy working on multiple projects, be extremely detailed oriented, versed, and comfortable working with the customer executive suite, hospital operations, clinical staff, IT resources, CUBEX system administrators and other individuals integral to the success of our programs. Your participation with the CUBEX Corporate Accounts team will have a direct impact on the company’s growth objectives within the most rapidly expanding segment of the Veterinary Market.
Essential Duties & Responsibilities:
Core Responsibilities (CTAM coordination with CSM)
CTAM
CSM
Customer audits and optimizations (remote & onsite)LeadSupportiveCustomer specific support metrics trackingLeadSupportiveDatabase reviews (user, formulary, permissions, settings)LeadSupportive Pilot program and proof of concept program validationsSupportiveLead Technical support of strategic launches / rollout programsLeadSupportiveEquipment/software update and upgrade project managementSupportive LeadSystem relocation managementLeadSupportiveRenewal customer sales readiness LeadSupportiveCustomer solution training / retraining LeadSupportiveParticipation in customer regional ops meetingsSupportiveSupportive
Focus Tasks:
Corporate Account Programs
- Client Meetings working in conjunction with CSM team and Sales leadership
- Project Scoping, Corporate groups /regions – coordination and planning
- Scheduled program status meetings
- Identification of Client Critical Success factors
- Financial, operational, clinical, regulatory
- Project Plan Management
- Development and ongoing management
- Prioritize Daily/Weekly /Quarterly Tasks to accomplish on or before due dates assigned & update/Tracking Deliverables
- Measure Client Satisfaction, Retention, Expansion Potential
Business Intelligence and Customer Metrics
- Client QBR’s with CSM Team
- System Utilization / Inventory Optimization
- Case History Analysis – Problem Tracking and Resolution
- Measure of Client Success – Metrics
- Financial Reporting (Inventory Performance, Hospital Labor, Charge Capture, Other metrics)
Operations - Planning
- Project Scoping/Planning Sessions
- Supportive Role in Pre-Implementation, Implementation, Post Implementation Account Management, and Support
- Alignment with Customer Controlled Drug policies and procedures
- Management of project management, equipment staging, shipping working in conjunction with CUBEX Pre-implementation and implementation teams
- Participation in CUBEX SME Product Enhancement committee to weigh in on new enhancement and feature requests as it pertains to sales strategy
Operations – Training
- Client Team Training - Coordination
- CUBEX Administrators, Hospital Management, Regional Management, Executive Leadership
Operations - Client Experience Management
- Surveys – Coordinate with Inside Sales & Customer Success Teams
- Site Visits / Virtual Optimizations
- Process and Workflow audits
- Software Version Releases / Activations
- Client Escalation Resolution
- System Relocation Management
Operations - Account Management
- Participation in development and update of account management activities and files storage in salesforce.com, Microsoft shared drives or other platforms as directed by Corporate Account leadership
Skills and Attributes
Client Facing Experience & Skill Set
- Customer centric focus
- Experience with large customers projects and programs
- Problem / resolution management experience
- Provide superior customer service and remain solutions driven with all customers and/or customer concerns
- Transfer of customer issues to the appropriate department to ensure quality customer service
Software / System Skills
- Effectively uses multiple software systems to service accounts. This includes, but is not limited to, Salesforce.com, Slack, Map Anything, and Microsoft Office products
- Demonstrated proficiency in all CUBEX products and solutions
Other skills:
- Team oriented player
- Self-starter / highly motivated individual
- Project management expertise
- Relationship management
- Strong interpersonal and communication skills (written and verbal)
- Strategic Planning
- Strong analytical skills / business judgment
Location:
- Remote or Company headquarters in Scottsdale, Arizona. Must reside within close proximity to a major US airport.
- 50% Travel to Clients or Industry Events as Needed
Education/Licenses/Certifications Required:
- Bachelor’s Degree (BA/BS) or Equivalent Experience
- A minimum of 2 Years Veterinary market experience preferred
Compensation
- Salary plus quarterly bonus structure tied to Corporate Account team performance (total compensation based on education and experience)
Benefits
- Open PTO; including 9 observed holidays
- Medical, dental, and vision insurance are progressively paid by the company. Free after year 3
- Health Savings Account
- Flexible Spending Accounts; Health Care and Dependent Care
- 401K with generous company contribution- Safe Harbor Contribution
- Company paid long-term disability and life insurance
- Employee Assistance Program
- United Pet Care pet coverage
- Gym membership stipend
Job Type:
