McKesson
Overview
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We deliver insights, products, and services that make quality care more accessible and affordable. We focus on the health, happiness, and well-being of you and those we serve.
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. This role requires the ability to work effectively with individuals in both business and technical roles and to manage contractual obligations across various functions of the business. The Strategic Account Operations Manager balances customer management with strategic projects benefiting the team, business, and/or product.
What Strategic Account Operations Managers Do Primary responsibilities include:
Serves as primary point of contact for day-to-day oversight and management of multiple, complex and strategic accounts, ensuring account satisfaction and engagement to support account retention
Accountable for the successful management of all account contract deliverables within contract terms and review of account invoices for accuracy and validation
Acts as initial point of contact for day-to-day program support and issues, researches and communicates corrective actions to resolve increasingly complex account problems, escalates concerns effectively when appropriate, and engages internal teams as needed
Documents and maintains program plans, measures progress toward account goals, and manages risk/mitigation plans
Drives a culture of continuous improvement and operational excellence by leading process improvement initiatives and promoting best practices for a high quality and repeatable account experience
Proactively utilizes data with internal and/or account data teams to anticipate trends/risks and make recommendations for accounts
Applies industry and customer experience management knowledge to improve satisfaction and provide recommendations based on business needs and program goals
Maintains strong, collaborative relationships across CMM and McKesson, works with internal teams to meet account requirements, and leads activities among supporting teams
Serves as a resource for colleagues with less experience and advises on smaller account activities including issue resolution
Participates in and/or leads special initiatives strategic to overall business and/or product line
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 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
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.
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
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.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$97,800 - $163,000
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson relies on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
Join us at McKesson!
#J-18808-Ljbffr
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. This role requires the ability to work effectively with individuals in both business and technical roles and to manage contractual obligations across various functions of the business. The Strategic Account Operations Manager balances customer management with strategic projects benefiting the team, business, and/or product.
What Strategic Account Operations Managers Do Primary responsibilities include:
Serves as primary point of contact for day-to-day oversight and management of multiple, complex and strategic accounts, ensuring account satisfaction and engagement to support account retention
Accountable for the successful management of all account contract deliverables within contract terms and review of account invoices for accuracy and validation
Acts as initial point of contact for day-to-day program support and issues, researches and communicates corrective actions to resolve increasingly complex account problems, escalates concerns effectively when appropriate, and engages internal teams as needed
Documents and maintains program plans, measures progress toward account goals, and manages risk/mitigation plans
Drives a culture of continuous improvement and operational excellence by leading process improvement initiatives and promoting best practices for a high quality and repeatable account experience
Proactively utilizes data with internal and/or account data teams to anticipate trends/risks and make recommendations for accounts
Applies industry and customer experience management knowledge to improve satisfaction and provide recommendations based on business needs and program goals
Maintains strong, collaborative relationships across CMM and McKesson, works with internal teams to meet account requirements, and leads activities among supporting teams
Serves as a resource for colleagues with less experience and advises on smaller account activities including issue resolution
Participates in and/or leads special initiatives strategic to overall business and/or product line
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 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
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.
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
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.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$97,800 - $163,000
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson relies on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
Join us at McKesson!
#J-18808-Ljbffr