Customer Care Manager Jobs in Springfield, IL (NOW HIRING)

Owens & Minoris a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, healthsystemsand research centers around the world. For over140years, Owens & Minor has delivered comfort and confidence behind thescenes,so healthcare stays at the forefront, helping to make each day better for thehospitals,healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere,Life Takes Care.

Global Reach with a Local Touch

• 140+ years serving healthcare

• Over 14,000 teammates worldwide

• Serving healthcare partners in 80 countries

• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland

• 40+ distribution centers

• Portfolio of 300 propriety and branded product offerings

• 1,000 branded medical product suppliers

• 4,000 healthcare partners served

Benefits

• Comprehensive Healthcare Plan-Medical, dental, and vision plans start on day one of employment for full-time teammates.

• Educational Assistance-We offer educationalassistanceto all eligible teammates enrolled in an approved, accredited collegiate program.

• Employer-Paid Life Insurance and Disability-We offer employer-paid life insurance and disabilitycoverage.

• Voluntary Supplemental Programs- We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.

• Support for your Growing Family- Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.

• Health Savings Account (HSA)and401(k)-We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.

• Paid Leave-In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, andadditionaltypes of leave - including parental leave.

• Well-Being- Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs - all at no cost to you.

Job Description - The Customer Value Management role is the profitability and deal-governance engine of the commercial organization. This role carries two primarily responsibilities: 1. Customer profitability improvement through defining customer segmentation, sizing profitability levers, and running cadence that directs selling effort toward high-value opportunities while surfaces underperforming accounts for action; 2. Deal desk ownership from kickoff through contract signature, shifting the commercial narrative from unit cost to total cost of ownership, and enforcing pricing and margin discipline consistently across territories. The role partners with Sales, Pricing, Marketing, and Product to translate customer challenges into quantified business outcomes, ensuring growth and retention decisions are data-driven, margin-aware, and standardized across the field.

The anticipated salary range for this position is$120,000 - 130,000 annually plus 15% AIP eligibility. The actual compensation offered may vary based on job related factors such as experience, skills, education and location. The ideal candidate will reside in central or east coast of the US.

Core Responsibilities-

Outcomes/Measures of Success

• Define consistent customer segmentation linked to actual vs potential margin dollars

• Sizing profitability levers by customer and lever to ensure resourcing is prioritized accordingly

• Standardized deal review aligned to deal narrative (shift from Unit Cost to TCO, for example) and profitability levers as a part of future/multi-year quota-setting across territories

• Customer Profitability Improvement - % increase in EBITDA through strategic initiatives / improvements by customer, reduce # of negative EBTIDA customers, reduce variability within customer segments

• Increase the amount of RFP $s won by starting earlier and managing renewal timelines more proactively

Decision Rights

• Owns:
  Identifying and managing operational initiatives linked to margin improvement levers
  Deal Desk processes including kick-offs, deal reviews, submittals, through contract signature
  Margin lever reviews and monthly regional report-outs to identify performance trends, uncover margin improvement opportunities for underperforming accounts, and drive data-informed discussions on cost-benefit at the account level

• Recommends:
  Expansion opportunities and risks from analytics and insights using dashboarding and tracking tools
  Review margin levers customer by customer against profitability standards/benchmarks and provide tactical recommendations
  Core QBR topics to discuss with narrative that aligns customer challenges into quantifiable business outcomes
  Advises regional sales leadership of customer opportunities

• Informs:

• Tracks and defines profit improvement metrics across customers and levers to inform sales and cross-functional leadership of impacts of customer strategies

• Customer Quarterly or Monthly Business Reviews with data-driven insights and tracking against contractual commitments

Qualifying Experience-

• Bachelor's degree required with 5-10+ years of management experience in strategic sales or customer success/contract roles

• Strong financial and analytical acumen

• Experience leveraging reporting tools and dashboards to monitor performance, trends, and drive recommendations

• Proven capability to design internal margin review frameworks with clear actions and objectives

• Ability to manage long-term contract strategies while identifying risks and opportunities based on trends

• Strong commercial mindset focus on profitability and value realization

• Ability to lead a team with proactive mindset to focus on measurable financial outcomes cross-functionally

• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and PowerBI

• Understanding of healthcare procurement processes and contracting preferred

• Ability to travel (up to 20%)

#LI-ST1

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.