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Sr. Customer Account Analyst
The Opportunity
Join a company that finds solutions to complex challenges. With expertise in influenza science and beyond, our team works on the latest research and pioneering technologies to improve the manufacturing process and the effectiveness of influenza vaccines. We operate as one integrated global organization drawing together expert staff from different countries to collaborate. Together, we are working to protect communities from seasonal influenza and global pandemic threats. When you join CSL Seqirus, you join a team dedicated to making a difference in people's lives. It's a feeling of possibility, creativity, and purpose to deliver our promise.
Job Summary
Reporting to the Manager, Customer Account Management, you will maintain a group of accounts within multiple customer segments, e.g. Retail, Wholesale/Distribution, IDN, and Independent/Corporate owned HealthCare Professionals. You will complete the order to cash management of vaccine orders and develop long-lasting client and sales relationships. You will work directly with our Sales, Demand Planning, Distribution Logistics, Marketing, Market Access, and Finance teams to prioritize important accounts and guide strategic goals. You will monitor vaccine distribution, financial health, and delivery performance against a contract and manage the customer experience. You will apply independent decision-making to exceed business standards.
Job Responsibilities
Account Management
Manage a portfolio of important accounts, maximizing opportunities to make improvements
Analyze accounts for contract adherence while ensuring services are aligned with the goals of the account
Partner with customer service teams to resolve account issues
Work with the finance department to ensure customer's financial health is in good standing
Data Analysis and Reporting
Run data quality queries which include billing, shipping, order creation, contract, and pricing, to identify data exceptions to plan and implement strategic plans
Support sales with custom reporting and data insights
Creation and distribution of applicable customer account reporting on a routine basis
Strategy and Improvement
Provide detail level recommendations to help Sales with working on customer strategy
Identify gaps in processes and recommend opportunities for improvements
Analyze complex problems, interpret operational needs, and develop integrated creative solutions
Monitor and evaluate programmatic and operations effectiveness and implement improvements
Training and Leadership
Lead by example to train sales and analyst teams
Help with peer-to-peer learning
Help write test cases, scripts, and testing of new system enhancements
Customer Experience
Represent the CSL Seqirus Customer Experience vision internally and externally while being the voice of the customer with your team to address customer challenges
Follow established procedures while understanding internal and external drivers necessary to operational success
Collaboration and Communication
Coordinate with team members including, Sales, Executive Leadership Demand Planning
Use multiple communication channels to seek and offer feedback
Strengthen relationships and networks by asking open questions and sharing information
Self-govern while receiving coaching to achieve operational targets
Maintain awareness of relevant internal/external trends and consider implication of work
Minimum Experience Requirements
Bachelor's Degree or equivalent combination of education and experience
Minimum 3 years of experience in a regulated industry, experience with vaccines or biologics products is desirable
Account management skills to support demand planning, data control, and serving as contact for account-related activities
Experience ensuring agreement between contracts and orders to resolve discrepancies and variances
Experience working with a variety of teams (Finance, Sales and Distribution, QA, IT, Customer Experience, eCommerce, and Leaders at different levels)
Proficiency in MS excel (can perform complex functions) and SAP (6.0 later preferred), EDI ordering, reporting, and SAP sale-order management experience is an advantage
Culture and Values
Demonstrate CSL Seqirus Values: Patient Focus, Innovation, Integrity, Collaboration, and Superior Performance
Unleash outcomes while creating an accountable work environment
Self-leaders that are flexible, resilient, and able to adapt effectively through change
The expected base salary range for this position at hiring is $80,000 – $95,000. Please note this salary range reflects the minimum and maximum base pay that CSL expects to pay for this position at the listed location as of the time of this posting. Individual base salary for a successful candidate is determined by qualifications, skill level, experience, competencies and other relevant factors. In addition to base salary, total compensation for this role may also include incentive compensation.
Our Benefits
CSL Seqirus employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL Seqirus offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL Seqirus has many benefits to help achieve your goals.
Please take the time to review our benefits site to see what’s available to you as a CSL Seqirus employee.
About CSL Seqirus
CSL Seqirus is part of CSL. As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K. and Australia, CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world.
We want CSL Seqirus to reflect the world around us
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. Learn more Inclusion and Belonging | CSL.
Do work that matters at CSL Seqirus!
Watch our ‘On the Front Line’ video to learn more about CSL Seqirus
