CTS Customer Success Coordinator

McKesson•Irving, TX

20h

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. About the Role We are seeking a detail-oriented and customer-focused Customer Success Specialist to join our Clinical Trial Solutions (CTS) team. This role serves as a primary point of contact for an assigned customer portfolio, responsible for coordinating order fulfillment activities, supporting customer outcomes, and ensuring accurate execution across internal teams. The Customer Success Specialist operates with moderate independence, executing established processes while applying judgment to resolve non-routine issues, escalate risks, and maintain alignment across stakeholders. This role plays a critical part in driving customer satisfaction, retention, and operational excellence.

Requirements

Bachelor’s degree in business, Life Sciences, or related field preferred (not required)
2–4 years of experience in customer success, account coordination, supply chain, or client services
Experience in pharmaceutical, clinical trials, or healthcare environments preferred
Customer Focus: Ability to manage client interactions and deliver high-quality service
Execution & Accuracy: Strong attention to detail with ability to manage multiple priorities
Problem Solving: Ability to assess issues, determine next steps, and escalate when needed
Collaboration: Effectively works across teams to achieve shared goals
Communication: Clear, professional written and verbal communication
Technical Skills: Proficiency in Microsoft Office; experience with CRM tools (e.g., Salesforce)

Responsibilities

Serve as the day-to-day contact for assigned customers, ensuring timely communication, accurate execution, and alignment with service expectations
Support customer relationships by coordinating across internal teams (e.g., Procurement, Operations, Account Management) to deliver on client needs
Proactively identify, communicate, and escalate service risks, fulfillment issues, or data discrepancies to ensure timely resolution
Provide updates, status tracking, and issue follow-through to deliver a consistent, high-quality customer experience
Partner with CTS Account Management to support broader client objectives and ongoing initiatives
Intake, validate, and process customer requests in alignment with established procedures and compliance requirements
Perform quality assurance checks on order data to ensure accuracy prior to fulfillment
Maintain accurate documentation of customer requests, approvals, and escalation paths within internal systems
Execute defined workflows while applying judgment to resolve inconsistencies or incomplete information
Track and maintain pipeline activity for assigned accounts, ensuring CRM (SFDC) reflects accurate and up-to-date information
Support revenue forecasting processes by maintaining data accuracy and identifying potential risks or gaps
Generate routine reporting on customer activity, pipeline status, and operational performance
Identify trends or recurring issues within assigned portfolio and escalate insights to leadership
Collaborate with internal partners (e.g., Data Insights, Procurement, Implementation teams) to ensure seamless execution
Support business initiatives aligned to CTS growth, operational efficiency, and customer experience
Identify opportunities to improve workflows, data accuracy, and customer processes; contribute to continuous improvement efforts
Support execution of small-scale initiatives or process enhancements, partnering with leadership and cross-functional teams