Account Executive, Account Management

Position summary

The Account Executive reports to the Area Vice President and is responsible for providing support to Sentry Data Systems’ 340B qualified hospitals (covered entities) or contracted pharmacy partners (approximately 70 accounts.) In this position, the Account Executive is responsible for owning and cultivating strong client relationships with existing customers to drive customer satisfaction, value, retention and penetration.  He/she will help ensure that the customer/client is receiving considerable value from our services and continuously understand and track specific and measurable adoption and ROI goals.  In-depth understanding of Sentry products and services coupled with a strong understanding of the business environment, strategy, needs and direction of assigned customers to create solutions for the customer by leveraging existing, upgraded or new Sentry products and services.

Position description

  • Build and maintain strong and lasting relationships with decision-makers and key stakeholders within client organizations; generate proper levels of adoption, drive client satisfaction and ensure renewals
  • Provide best practices, coaching and training to clients to ensure smooth onboarding and adoption of our solutions
  • Drive client lifetime value by offering/upselling recommendations that generate additional revenue
  • Define business, savings and other key objectives with the customer and develop a strategic direction for long-term success and adoption
  • Manage customer renewals; learn and recognize triggers based on customer behavior and engage with customers who request to terminate or downgrade service
  • Attend conferences and actively participate in conference exhibitions
  • Establish a clear plan to convert customers to be references for Sentry
  • Facilitate enhancements to communications, tools, capabilities, and product lines
  • Follow up activities to drive customer satisfaction through solution development with appropriate internal Sentry resources and trouble ticket monitoring
  • Represent Sentry at select trade shows and user conferences and remain current on in-depth knowledge of Sentry products, services, competitors and business environment to enable both expert representation and lead retention and renewals
  • Contract management, annual price increase and renewals – work with Sentry sales and legal departments to facilitate contract renewal and price negotiations
  • Lead regular reviews (e.g., quarterly business reviews, etc.) with customers regarding their milestones, adoption, customer metrics, key goals, CSAT and engage other areas of the Sentry team as needed
  • Perform other duties that drive overall customer success, engagement and adoption as assigned
  • Based out of Deerfield Beach with up to 40% travel required outside the local area and overnight

  Qualifications / requirements

  • S. or B.A. in business, healthcare or technology-related fields
  • Experience with customer service and account management, in the healthcare field
  • Minimum five (5) years of experience in pharmacy and/or hospital environment highly recommended
  • Strong knowledge of healthcare/hospital environment and/or 340B Program preferred
  • Proven customer service orientation with exceptional interpersonal and communication skills
  • Excellent organizational skills with attention to detail
  • Demonstrated ability to lead people and get results through others
  • Demonstrated problem solving, analysis, and resolution at strategic and functional levels
  • Ability to cultivate and build a client relationship that creates value for the customer through routine business reviews that increase engagement and retention
  • High level of computer proficiency required for Microsoft Office (Word, Excel, and PowerPoint). PC, printers, computerized voice & e-mail systems, as well as CRM tools such as Salesforce.com
  • Ability and willingness to work in a fast-paced, demanding, and unstructured environment
  • Effectively use reports and other analytical tools to target efforts for maximum program results
  • Communicate effectively and diplomatically with pharmacy and clients’ staff as well as with Sentry personnel
  • Ability to prioritize workload and communicate priorities to Supervisor. Subject to changes in schedules
  • Ability and availability to travel for job-related activities as necessary
  • Possess a valid driver’s license with a clean record

Competencies

  • Customer focus: Able to get positive results in adverse situations, holds self-responsible for service excellence and acts courteously, compassionately and responsively to all customers. Meets customer expectations for service, anticipates clients’ needs and responds appropriately and helps remove barriers to excellent customer service. Demonstrates understanding of customer issues from the clients’ perspective.
  • Job knowledge: Meets or exceeds job knowledge for current position level, performs all tasks in reasonably expected time and all work is accurate and complete. Continues professional growth, works with appropriate level of supervision and knows when to ask questions or ask for help. Uses available resources effectively and efficiently.
  • Customer relationships: Develops and maintains strong relationships with customers and develops trust and credibility with the customer
  • Knows customer mission: Knows customer(s) objective strategic plans and work processes, and actively seeks customer input
  • Optimism: Illustrates optimism to help individuals see positive aspects in difficult and unpleasant situations and provides actual examples of positive outcomes
  • Analytical skills: Enjoys working with large amounts of data, facts, figures, and number crunching and has the ability to see through the data and analyze it to find trends and form conclusions
  • Communication skills: Comfortable presenting and communicating findings to executive-level personnel and ability to write and speak clearly and easily communicate complex ideas
  • Critical thinking skills: Ability to look at numbers, trends and data and come to new conclusions based on the findings
  • Attention to detail: Demonstrate vigilance and precision when interpreting data trends and analysis to draw effective and accurate conclusions

Personal characteristics

  • Ability to establish and maintain professional working relationships with all levels of staff, clients and the public
  • Detail-oriented with the ability to work with minimum supervision
  • Ability to understand and follow verbal and written communication
  • Willingness to be part of a team-unit and cooperate in the accomplishment of departmental goals and objectives

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Diversity creates a healthier atmosphere: Sentry Data Systems, Inc. is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.