Strategic Account Operations Manager

McKesson•Columbus, OH

12d

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. Strategic Account Operations Manager (Pharma) Reporting to the Sr. Manager of Account Operations, the Strategic Account Operations Manager provides oversight and management of assigned complex and strategic 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. He/She must be able to work effectively with individuals in both business and technical roles. He/She should have ability to manage contractual obligations of customer and navigate across the various functions of the business. The Strategic Account Operations Manager is also responsible for balancing customer management with strategic projects benefitting the team, business and/or product.

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 strategic customer relationship and experience management
Proficient in contract/SLA oversight, risk mitigation, and solution optimization
Effective task delegation and team coordination
Strong data acumen
Bachelor’s degree or equivalent
7+ 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

Nice To Haves

Working knowledge of Salesforce (SFDC) preferred
Specialized Knowledge/Skills – Healthcare, Prior Authorization, Affordability (eV, DC, CoC, etc.)
Biopharma knowledge a plus.
Proven skills in project management.
History working with customers and cross functional teams.

Responsibilities

Serves as primary point of contact for day-to-day oversight and management of multiple, complex and strategic accounts, and ensures account satisfaction and engagement in support of account retention
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 increasingly complex account problems directly, escalates concerns effectively when appropriate, and/or engages internal teams to assist as needed
Documents and maintains program plans, measures progress towards account goals and objectives, and manages risk/mitigation plans
Drives a culture of continuous improvement and operational excellence by leading process improvement initiatives and promoting best practices within the team to ensure a consistent, high quality and repeatable account experience
Proactively utilizes data, working with internal and/or account data teams, to anticipate and evaluate trends/risks and make appropriate recommendations for accounts
Proactively applies industry, customer experience management, and program optimization knowledge, engaging with internal/external stakeholders, to improve customer satisfaction and provide recommendations based on business needs and program goals
Maintains strong, collaborative working relationships across CMM and McKesson, works with internal teams to assist in meeting account requirements, and leads activities among supporting teams
Acts as a resource for colleagues with less experience and serves as an advisor on smaller account activities including issue resolution
Participates in and/or leads special initiatives strategic to overall business and/or product line