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

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

• 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

• 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

• 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

• 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

• 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

• 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

• 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