Sr. Account Operations Manager

McKesson • Columbus, OH

9d

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. Sr. Account Operations Manager (Pharma, Access & Affordability) Reporting to the Sr. Manager of Account Operations, the Sr. Account Operations Manager provides oversight and management of assigned large and complex accounts, ensuring the customer and program activity is appropriately managed throughout the customer lifecycle, understanding the programs may evolve frequently. This individual will drive outstanding customer experience, program and contract accuracy, and cross business unit collaboration and consistency. They must be able to work effectively with individuals in both business and technical roles. They should have ability to manage contractual obligations of customer and navigate across the various functions of the business. The Sr. Account Operations Manager is also responsible for balancing customer management with strategic projects benefitting the team, business and/or product. What Sr. Account Operations Managers Do? Primary responsibilities include: Serves as primary point of contact for day-to-day management of multiple, complex accounts in support of relevant strategies Accountable for the successful management of all account contract deliverables within contract terms and review of account invoices against contractual obligations for accuracy and validation Serves as initial point of contact for day-to-day program support and issues, researches and communicates corrective actions to resolve complex account problems directly, escalates concerns effectively when appropriate, and/or engages internal teams to assist as needed Under limited direction, documents and maintains program plans, measures progress towards account goals and objectives, and manages risk/mitigation plans Fosters a culture of continuous improvement and operational excellence by addressing areas for improvement and promoting best practices within the team to ensure a consistent, high quality and repeatable account experience Utilizes data, working with data teams if appropriate, to evaluate trends/risks and make appropriate recommendations for accounts In partnership with internal and external stakeholders, shares and applies broad industry knowledge and provides recommendations based on program goals Fosters strong, collaborative working relationships across CMM and McKesson, works with internal teams to assist in meeting account requirements, and provides direction/coordinates activities among supporting teams as needed Critical Skills: Proven problem-solving skills Ability to build trust and credibility across all levels Composure and diplomacy under pressure when resolving urgent customer issues Strategic and creative thinker with confidence in sharing ideas Skilled at prioritizing multiple deliverables in cross-functional environments Strong project and process management expertise Experience in large customer relationship and experience management Proficient in contract/SLA oversight, risk mitigation, and solution optimization Strong data acumen Working knowledge of Salesforce (SFDC) preferred About You You love working with people – both colleagues and clients – in a fast-paced environment. You have a healthy mix of left-brain (detail-oriented and analytical) and right-brain (charismatic and collaborative). You take a data-driven approach to understanding your clients and are always up-to-date on industry trends. You are results-oriented, self-motivated, and have a high level of initiative.

Requirements

• Proven problem-solving skills
• Ability to build trust and credibility across all levels
• Composure and diplomacy under pressure when resolving urgent customer issues
• Strategic and creative thinker with confidence in sharing ideas
• Skilled at prioritizing multiple deliverables in cross-functional environments
• Strong project and process management expertise
• Experience in large customer relationship and experience management
• Proficient in contract/SLA oversight, risk mitigation, and solution optimization
• Strong data acumen
• Working knowledge of Salesforce (SFDC) preferred
• Bachelor’s degree or equivalent
• 4+ years of customer support/account operations/account management experience and healthcare experience (prior experience in account management leadership a plus)
• Great communicator, either one-on-one, in writing, and in formal presentations, with clinical, operational, IT, and executive clients
• Ready to have an immediate impact on multiple client relationships
• Top-notch strategic acumen, problem-solving, and analytical ability
• Specialized Knowledge/Skills – Healthcare, Prior Authorization, Affordability (eV, DC, CoC, etc.)

Nice To Haves

• Biopharma knowledge a plus.
• Proven skills in project management.
• History workingwith customers and cross functional teams.

Responsibilities

• Serves as primary point of contact for day-to-day management of multiple, complex accounts in support of relevant strategies
• Accountable for the successful management of all account contract deliverables within contract terms and review of account invoices against contractual obligations for accuracy and validation
• Serves as initial point of contact for day-to-day program support and issues, researches and communicates corrective actions to resolve complex account problems directly, escalates concerns effectively when appropriate, and/or engages internal teams to assist as needed
• Under limited direction, documents and maintains program plans, measures progress towards account goals and objectives, and manages risk/mitigation plans
• Fosters a culture of continuous improvement and operational excellence by addressing areas for improvement and promoting best practices within the team to ensure a consistent, high quality and repeatable account experience
• Utilizes data, working with data teams if appropriate, to evaluate trends/risks and make appropriate recommendations for accounts
• In partnership with internal and external stakeholders, shares and applies broad industry knowledge and provides recommendations based on program goals
• Fosters strong, collaborative working relationships across CMM and McKesson, works with internal teams to assist in meeting account requirements, and provides direction/coordinates activities among supporting teams as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level