Customer Success Executive - Cell & Gene Therapy

McKesson•Usa, MA

About The Position

The Customer Success Executive (CSE) serves as the primary post-sale point of contact for cell, gene and advanced therapy (CGAT) clients ensuring continuity between the client and McKesson. They will use their in-depth knowledge of our biopharma partners, McKesson’s (CGAT) service lines (e.g., specialty pharmacy, 3PL, specialty distribution, Hub services, patient support services), and technical expertise to ensure best practices are adopted, mitigate potential service errors, and handle escalations and coordination across service lines and functional areas of the company. The CSE is responsible for driving adoption of our products and services, ensuring customer satisfaction, and expanding our relationships with clients though upselling and expanding services.

Requirements

Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.
Bachelor’s Degree in relevant discipline
10+ years’ experience in product or account management
8+ years’ experience in specialty pharmaceuticals (i.e., specialty distribution, specialty pharmacy)
Strong experience in cell and gene therapy.
Demonstrated problem solver in complex situations.
Team player with strong interpersonal and resource management skills.
Demonstrated experience with account management, contract implementation, and customer service.
Excellent communication and collaboration skills with demonstrated ability to build partnerships and influence in a cross functional, highly matrixed environment.
Strong knowledge of Specialty Distribution or Specialty Pharmacy processes (ideally both)
Demonstrated experience with project management.
Advanced analytics and problem-solving skills.
Strong written, oral, and presentation skills.
Proficient in Microsoft Office Suite

Nice To Haves

cell and gene therapy experience preferred

Responsibilities

Acts as primary point of contact for the client related to implementations, on-going account management and upsell opportunities, coordinating as necessary across McKesson.
Responsible for developing and maintaining high customer satisfaction with pharmaceutical client and potentially authorized treatment centers (ATC).
Responsible for all aspects of account management and coordinates with BU service line account managers as necessary.
Navigates the McKesson enterprise on behalf of the client.
Builds and maintains strong relationships with key stakeholders and decision-makers at clients.
Provides customer with proactive consultative services on process improvement, revenue generating, and cost-saving opportunities.
Manages client expectation regarding the delivery of services.
Collaborates with cross-functional teams, including marketing, pricing, legal, finance, credit & underwriting, on-boarding, sales, and BU resources to develop and execute customer initiatives and ensure customer satisfaction.
Works with all BU service line implementation teams and account managers to ensure a smooth program implementation across McKesson CGAT services.
Prepares and delivers Quarterly Business Reviews (QBRs) to the client on the state of the business and outlines opportunities for enhancement and additional services.
Monitors monthly performance against service level agreements and develops plan with BU service lines for corrective action if service level are not met.
Ensures timely delivery of reports according to program SLA’s.
Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer.
Manages project timelines, cross-functional teams, interdepartmental communication.
Identifies project priorities with customers and communicating priorities to internal team.
Manages financial performance of programs and ensures accurate billing.
Monitors program profitability against plan on a monthly basis.
Manages contractual obligations and negotiates incremental contractual arrangements after program go-live.
Develops a deep understanding of all BU service lines and builds internal McKesson relationships to successfully manage client relationship and deliver client satisfaction.
Participates in or leads cross functional teams for the purpose of developing new product/service offering or driving process improvements.
Maintains client/customer profiles and provides regular status reports to ensure senior level management visibility to client status.