The Opportunity

The Customer Account Analyst Manager position will set strategic direction, priorities, and goals for the functional area while educating the team to ensure employees understand how routine functions and transactions support strategic goals. This team provides a 1:1 relationship with members of the sales team to assist with customer needs to facilitate and execute within the sales-order management process for influenza orders. You will demonstrate strong organizational skills, ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience. You will lead workforce planning efforts, management of staffing models and overtime, and work cross-functionally with a wide range of key stakeholders to ensure orchestration of the "order to cash" team processes are accurate. Additionally, you will ensure that critical business practices are met by the Customer Account Analyst team, while achieving the best possible customer experience.

• Provides leadership and support around our short and long-term strategic customer service roadmap
  
• Coordinates with important stakeholders, including customers, sales, supply, distribution and operations
  
• Develops and delivers processes for the team that maintain strategic organization understanding
  
• Maintains communication to keep staff informed of department updates, critical decisions and corporate messaging
  
• Provides oversight for department processes to ensure adherence to regulatory requirements, corporate policy and industry standards
  
• Manages, coaches, and supports development of all team members
  
• Communicate adherence to performance standards, addressing performance issues
  
• Reviews escalated cases and provides remediation, including follow-up with key stakeholders
  
• Examines, analyzes, develops, and presents a variety of operational performance measurement results, deriving insights regarding key performance indicators
  
• Manages production team, with the ability to contribute to data-driven process improvements
  
• Undertakes and assists with a variety of tasks associated to order to cash management including team and order readiness, collaboration with sales, and proactive outreach with distribution and supply
  
• Identifies, develops and rewards top talent while establishing a solid succession plan; build bench strength for critical roles
  
• Monitors monthly expenses to seek cost reduction opportunities and react to un-forecasted variances
  
• Processes a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts
  
• Proactive monitoring of productivity and quality trends
  
• Acts as a thought leader; places emphasis and value on solutions and calculated risks
  
• Ensures employee diversity and inclusion through hiring practices and work assignments
  
• Performs or delegates any specialized reporting, e.g. monthly invoice summaries, daily tracking reports, etc., that the customer or sales team requests
  
• Ownership and follow through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions
  
• Manages the HR elements of the team for onboarding, off-boarding of staff, and training and development
  

• Bachelor's degree or equivalent in business, communications or related discipline preferred
  
• 5-7 years' experience in a customer service or related field
  
• Demonstrated leadership/ team building experience
  
• Microsoft Office and strong Excel skills required
  
• Ability to act in a complex and rapidly changing business environment
  
• Ability to achieve superior results though execution skills
  
• Ability to diffuse difficult situations or conversations
  
• Empowers team to take ownership and accountability to meet strategic goals and objectives