McKesson Customer Manager in Cary, North Carolina

Empowering the delivery of excellent patient care in facilities close to their homes starts with you. Every person’s job at McKesson Specialty Health makes a difference in the lives of patients throughout the country.

Our products and services touch the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, McKesson Specialty Health empowers the community patient care delivery system by helping community practices advance the science, technology and quality of care.

Through our exceptional leadership team that supports our vision — that the long term vibrancy of community care will be achieved through the leadership of practices committed to clinical excellence and innovation – you can feel confident in our direction and your future.

Position Description

The Customer Manager is responsible for managing projects focused on the implementation and/or ongoing management of program sourced to McKesson by a pharmaceutical company client. The Customer Manager is the primary client contact in supporting the ongoing maintenance of an account and is responsible for providing solutions that proactively meet client program requirements. The Manager, Customer Solutions & Strategy will manage the relationship between the client-manufacturer and McKesson and lead cross-functional teams across business units.

Key Responsibilities


  • Monitors program profitability against plan on amonthly basis and prepares analysis if established thresholds are not met.

  • Maintains updated budget for customer reflectingactual costs & projections for the program year.

  • Understands contractual obligations andnegotiates incremental contractual arrangements after program go-live.

  • Coordinates internal effort to produce sizing onnew client initiatives and delivers pricing to customer.

  • Responsible for ensuring the accuracy of allclient invoices prior to billing release. Escalates identified billingissues/concerns to manager as necessary to ensure 100% accuracy in billingactivities. Receives client invoices from finance department and ensures allinvoices are received in a timely manner, reviews all line items, and verifiesall backup documentation.


  • Responsible for overall customer satisfactionwith pharmaceutical client. Acts as primary point of contact for the clientrelated to projects and project status information.

  • Manages client expectation regarding thedelivery of services.

  • Provides customer with proactive consultativeservices on process improvement, revenue generating & cost savingopportunities.

  • Responsible for all written and verbal(non-sales and non IT specific) communication to the client.

  • Prepares & Delivers Quarterly BusinessReviews to the client on the state of their business and outlines opportunitiesfor enhancement, growth, efficiency, etc.


  • Responsible for interfacing with sales and thecustomer to clearly define project scope. Scope of work to be used by thebusiness systems analyst for development of a business requirement document.

  • Responsible for business requirement development

  • Manages team sub-projects for the implementationof new products, services, client initiatives and change requests according tocompany standards

  • Responsible for managing project timeline,cross-functional teams, interdepartmental communication. Maintains projectplans and tracking logs as appropriate. Manages the change request processwithin the team.

  • Responsible for identifying project prioritieswith customers and communicating priorities to internal team.


  • Reviews all program documentation prior toproduction release including Business Requirement Document, Standard OperatingProcedures, Work Instructions, System Requirement Documentation, and TrainingMaterials.

  • Approves project scope, business rules, andoverall project release.

  • Ensures client sign-off is obtained on businessrequirements (initial and ongoing change requests).

  • Responsible for storing client approved businessrequirement documentation in secured environment according to companystandards.

  • Monitors monthly performance against servicelevel agreements and develops plan for corrective action if service level arenot met.

  • Serves as the first point of contact forday-to-day program issues. Involves team members as needed to resolve allissues within reasonable time frames and escalates issues to the team leader asnecessary.

  • Interacts with all internal departments toassist as needed in providing business understanding.

  • Ensure timely delivery of reports according toprogram SLA's.

  • Verifies reasonability of data before clientrelease.

  • Understands, evaluates, and interprets data inorder to accurately summarize meaning of information to the customer.

  • Serves as the point of contact for McKesson andClient vendors who interact with McKesson programs. Interacts to supportday-to-day operations and works with the McKesson Vendor Manager to resolvevendor service level/pricing concerns.

  • Influence Vendor Selection based on customerfinancial and operational objectives.


  • Monitors team tracking on customer projects.

  • Provides status reports to ensure senior levelmanagement visibility to program operation.

  • Responsible for building team environment withinternal partners.

  • Manages conflict resolution to ensure successful/ productive project to program operation.

  • Responsible for building team environment withinternal partners.

  • Manages conflict resolution to ensure successful/ productive project

Minimum Requirements

2 years experience in project management.

Critical Skills

  • 3 yrs business experience in Healthcare,Pharmaceutical, Account/Client Management, Finance, Distribution

  • Collaborative, customer focused, and able tocreate visible value to client and within the organization

  • Proven ability to handle multiple projectstoward effective solutions and according to budget and timelines

  • Advanced project management and organizationskills

  • Detailed understanding and experience withprocess documentation and improvement

  • Analytical ability to take an opportunity,notice trends, research and suggest solutions to the customer.

  • Experience with Microsoft Office Suite,including Visio and Project

  • Advanced skills in Microsoft Excel, andPowerPoint

Additional Knowledge & Skills

  • Advanced degree, MBA or MHS, highly preferred

  • Excellent verbal and written communicationskills

  • Ability to develop strong team relationships andbring individuals together to focus on team goals


4-year degree in related field or equivalent experience

Physical Requirements

Working Conditions:

• General professional office environment.

• 10% travel may be required

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please.

Job: Project Management

Organization: McKesson Specialty Health

Title: Customer Manager

Location: North Carolina-Cary

Requisition ID: 18002306