Senior 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

The Customer Account Analyst will maintain and cultivate a group of accounts within various customer segments, e.g., Retail, Wholesale/Distribution, IDN, Independent/Corporate owned HealthCare Professionals, etc. Responsibilities include executing the order to cash management of vaccine orders and developing long-lasting client and sales relationships. This role works directly with our Sales, Demand Planning, Distribution & Logistics, Marketing, Market Access, and Finance teams to prioritize key accounts and drive strategic goals. The ability to clearly communicate, maintain an organized workflow, prioritize tasks, maintain attention to detail, apply critical thinking, have a solution-driven mindset, and follow up are a few essential skills to possess to succeed in this role. The Customer Account Analyst will monitor vaccine distribution, financial health, and delivery performance against a contract and manage the customer experience. The position will apply independent decision-making that will exceed business standards, seeking guidance as needed.

• Demonstrate CSL Seqirus Values: Patient Focus, Innovation, Integrity, Collaboration, and Superior Performance
• Unleash outcomes while creating an accountable work environment
• Manage a portfolio of key accounts, maximizing opportunities to drive efficiencies
• Proactively analyze accounts for contract adherence while ensuring services are aligned with the overall goal of the account
• Proactively running data quality queries which include billing, shipping, order creation, contract, and pricing, to identify data exceptions in order to plan and execute strategic plans
• Proactively identify gaps in processes and recommend opportunities for improvements
• Represents the CSL Seqirus Customer Experience vision internally and externally while acting as the voice of the customer with internal stakeholders to build business acumen on customer challenges
• Follow established policies and procedures while understanding internal & external drivers integral to operational success
• Creation and distribution of applicable customer account reporting on a routine basis
• Builds bridges and helps teams develop collaboration on cross-functional projects and ad-hoc assignments
• Work with the finance department to ensure customer's financial health is in good standing
• Support IT efforts to drive initiatives, system enhancements, testing, and production support
• Ability to self-govern while receiving coaching and guidance to achieve operational targets and thinks beyond while maintaining a strategic focus
• Assist with peer-to-peer learning as it relates to routine, complex processes, and systems
• Assist in writing test cases, scripts, and testing of new system enhancements
• This position is essential to providing detail level analysis and recommendations to help Sales with executing on customer strategy
• Strong business acumen will be critical in coordinating and communicating to various stakeholders including, Sales, Executive Leadership & Demand Planning
• Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions
• Ability to establish and implement short and or long-term organizational goals, objectives, strategic plans, policies and operating procedures; monitors and evaluates programmatic and operations effectiveness, and effect changes required for improvement
• Build long term, commercially beneficial relationship with internal and external stakeholders

• Bachelor's Degree or equivalent combination of education and experience
• Minimum 3 years of experience in a regulated industry, experience with vaccines and/or biologics products is desirable
• Self-leader who is flexible, resilient, and able to adapt effectively through change
• Ability to maintain awareness of relevant internal/external trends and considers implication of work, ability to use multiple communication channels, seek feedback, and offer timely balanced feedback to peers
• Seeks to strengthen relationships and networks by asking open questions and sharing information appropriately
• Ability to work across internal cross-functional teams (Finance, Sales and Distribution, QA, IT, Customer Experience, eCommerce, and Leaders at various levels)
• Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering, reporting, and SAP sale-order management experience preferred