Manager, Customer Account Management – Strategic Order to Cash Operations

At arenaflex, we are committed to delivering exceptional customer experiences and driving business growth through innovative solutions. As a key member of our Customer Account Management team, you will play a vital role in shaping the strategic direction of our order to cash operations. If you are a seasoned leader with a passion for customer service, process improvement, and team development, we encourage you to apply for this exciting opportunity.

The Opportunity

As a Manager, Customer Account Management, you will report to the Sr. Manager, Customer Account Management and be responsible for setting strategic direction, priorities, and goals for your team. Your primary focus will be on ensuring that employees understand how routine functions and transactions support strategic goals. You will work closely with the sales team to provide a 1:1 relationship with customers, facilitating and executing within the sales-order management process for influenza orders.

The Role

As a Manager, Customer Account Management, your key responsibilities will include:

• Providing leadership and support around our short and long-term strategic customer service roadmap
• Coordinating with all contributors, including customers, sales, supply, distribution, and operations, to ensure agreement of order to cash processes
• Developing and delivering processes for the team that maintain strategic organization alignment
• Maintaining open communication to keep staff informed of department updates, critical decisions, and corporate messaging; directing updates to corresponding documentation or procedures
• Providing oversight for department processes to ensure adherence to regulatory requirements, corporate policy, and industry standards
• Managing and promoting development of all team members
• Communicating adherence to performance standards, addressing performance issues
• Reviewing escalated cases and providing remediation, including follow-up with important partners
• Examining and presenting a variety of operational performance measurement results, deriving insights regarding key performance indicators
• Managing fast-paced production teams, with the ability to contribute meaningfully to data-driven process improvements
• Managing several projects with multiple deliverables simultaneously
• Building industrious relationships with customers, sales, and distribution partners to drive order to cash management
• Developing and rewarding top talent while establishing a solid succession plan; building bench strength for critical roles
• Monitoring monthly expenses to seek cost reduction opportunities and reacting to un-forecasted variances
• Processing a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems, and downstream impacts
• Monitoring productivity and quality trends; addressing training opportunities
• Emphasizing innovative solutions and calculated risks to drive business growth
• Ensuring employee diversity and inclusion through hiring practices and work assignments
• Performing or delegating specialized reporting, such as monthly invoice summaries and daily tracking reports, as requested by customers or sales teams
• Owning workflows, exceptions, and anomalies; identifying patterns and trends, and offering proactive and practical solutions
• Managing the HR elements of the team, including on-boarding, off-boarding, training, and development

Your Skills and Experience

To succeed in this role, you will need:

• A Bachelor's degree or equivalent in business, communications, or a related discipline
• 5-7+ years of experience in customer service or a related field
• Demonstrated leadership and team-building experience
• Microsoft Office and strong Excel skills
• SAP, Model N, and experience in the pharmaceutical, biotech, or healthcare industry (preferred)
• Ideal experience would include pharmaceutical customer service industry handling vaccines or other cold-chain products via a customer service position (not required)

Our Benefits

As a CSL Seqirus employee, you will be eligible for benefits effective day 1 if you work at least 30 hours per week. We are committed to the wellbeing of our employees and their loved ones. Our benefits include:

• Health care
• Financial protection
• Mental health resources
• Financial planning tools
• Matching contributions to your favorite charity
• And many more resources to support your life's journey

Please take the time to review our benefits site to see what's available to you as a CSL Seqirus employee.

About arenaflex

arenaflex is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, arenaflex is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about arenaflex.

Our Commitment to Diversity and Inclusion

As a global organization with employees in 35+ countries, arenaflex embraces diversity and inclusion. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and business growth. Learn more about our commitment to diversity and inclusion.

Do Work that Matters at arenaflex!

Watch our "On the Front Line" video to learn more about arenaflex and the impact we're making in the world. If you're a motivated and experienced leader who is passionate about customer service, process improvement, and team development, we encourage you to apply for this exciting opportunity. Join our team and help us deliver exceptional customer experiences and drive business growth through innovative solutions. Apply for this job