Customer Success Manager

McKesson•La Vergne, TN

18h•Remote

About The Position

The Customer Success Manager (CSM) is responsible for the day-to-day customer support of their accounts in partnership with their outside sales representative. They will take direction from their manager, outside sales rep and VP's on how to manage each customer. This role will support many day-to-day tactile tasks that must take place to provide an excellent customer experience. They will also be responsible for relationship management, retaining customers, identifying gaps in service, identifying needs, and growing their business in a designated territory. This is a supportive role to outside sales, so coordination with the outside sales rep will be critical. The CSM is expected to build direct relationships with customers, lead initiatives to grow business, deliver customer-facing communications, be responsible for updating SFDC with customer demographic information, submit price requests, monitor purchases, provide and/or schedule customer training, generate or deliver customer purchase or GPO reports. They will partner with their outside sales counterpart to retain and maximize customer engagement with McKesson and provide an excellent customer experience.

Requirements

Typically requires 3+ years of related experience.
1+ years of related experience in Account management/sales/customer care experience
Intermediate experience in Excel, including creating spreadsheets, using formulas, pivot tables, and data analysis
Strong problem-solving abilities with demonstrated capability of analyzing complex issues, identifying root causes, and implementing effective solutions to achieve business objectives

Nice To Haves

Microsoft Office programs
Experience in and demonstrated understanding of healthcare and distribution, GPO, Community Oncology, industry trends, EHRs, inventory management technologies, billing and coding, private and public reimbursement models and payer contracting highly desired
Experience with pharmaceutical products and buy-and-bill model
Experience with SAP preferred
Salesforce.com or CRM software experience helpful
Proactive and strategic to anticipate issues
Team player with strong interpersonal and resource management skills

Responsibilities

Partner with remote and outside sales to grow and retain business while providing continuous feedback on customer activity and build strategy/plan for each customer
Customer quarterback: handle day-to-day customer need, ensure customer issues are resolved both promptly and thoroughly, and ensure customer maximizes existing products and services.
Develop a knowledge base of the marketplace, environment, physician practice dynamics and concerns
Participation in training and educational key learning initiatives