McKesson Sr. Customer Manager - Adherence Programs in Scottsdale, Arizona

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span 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, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.

We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise. Every single McKesson employee contributes to our mission—by joining McKesson Specialty Health you act as a catalyst in a chain of events that helps millions of people all over the globe. 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.

Join our team of leaders to begin a rewarding career.

Position Description

The Sr Customer Manager, Client Services, is responsible for managing key client relationships, projects and programs. Acting as primary client contact for Adherence customers, they lead internal client support teams responsible for delivering adherence solutions which meet all MPRS requirements and goals, while exceeding customer expectations for operational excellence. In addition, they serve as the point person when issues or problems need management attention and resolution.

This individual is charged with developing strong consultative relationships with customers that penetrate multiple levels and functions within their organizations. They ensure that all MPRS programs serve to advance the strategic and operational goals of our key pharma/biotech customers.

Key Responsibilities

Customer Relationship Management/ Strategic Consultant

  • Responsible for interfacing with sales and the customer to clearly define project scope.

  • Responsible for business requirement document development and obtaining client approval

  • Provides customer with proactive consultative services on program setup, revenue generating & cost saving opportunities.

  • Manages internal teams for the implementation of new products, services, client initiatives and change requests according to company standards

  • Responsible for managing project timeline, cross-functional teams, interdepartmental communication. Maintains project plans and tracking logs as appropriate.

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

  • Reviews and approves all program details prior to production release

  • Ensures client sign-off is obtained on business requirements

  • Responsible for storing client approved business requirement documentation in secured environment according to company standards.

Account Management

  • Plan and coordinate key strategic management reviews for clients and internal support teams. Develop account management plans and measure progress towards client goals and objectives.

  • Works with internal MPRS teams (Sales, Marketing, Operations, IT, Finance) to assist in understanding and meeting customer requirements. Provide direction and coordinate activities among supporting MPRS teams as needed. Research, develop and communicate corrective actions needed to resolve problems.

  • Develop and present customer profiles and related financial summaries to SWAT analysis team. Provide opportunity assessments to senior management

  • Manage the process, development and delivery of periodic, meaningful and productive strategic business reviews.

  • Manages communication and operational direction to client vendors/partners as required. Works with MPRS Vendor Managers to resolve service or pricing concerns.

  • Understands, evaluates, and interprets data to provide the necessary meaning and optimal value to the customer. Drives improvements to program data/reports where needed.

  • Ensures timely and accurate delivery of reports and data feeds according to program SLA’s

  • Monitors program performance against established SLA’s. Negotiates and communicates revised service levels as required.

  • Approves project scope, business rules, and overall project release. Ensures client sign-off is obtained on business requirements (initial and ongoing change requests) and proper documentation is maintained.

  • Serves as the first point of contact for day-to-day program issues. Involves team members as needed to resolve all issues and escalates to Strategic Account Executive as necessary.

  • Manages program changes and associated change request process. Responsible for identifying project priorities with customers and communicating priorities to internal team.

Financial

  • Monitors program profitability and revenue according to plan on an ongoing basis. Research and present management analysis regarding performance variances and opportunities to increase productivity and financial performance.

  • Responsible for ensuring 100% accuracy of all client invoices and associated back up documentation. Responsible for ensuring that all revenue is captured according to established fee sheets.

  • Maintains updated budget for customers, reflecting actual costs & projections for the program year

  • Reviews and provides input on new business fee schedules to optimize revenue and ensure compliance to customer requirements.

  • Manages scope and sizing on new client initiatives and delivers pricing to customer.

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Minimum Requirements

5 years’ experience in project management

Critical Skills

  • 3 years of health care experience, preferably within medication adherence field. Prior experience developing and managing adherence/relationship marketing solutions preferred.

  • Extensive experience managing key client relationships and strategic partnerships with the ability to develop trusting, long standing relationships with internal/external customers.

  • Advanced communication, presentation, and delivery skills with ability to connect to people at all levels.

  • Strong understanding of data analytics, preferably within compliance/persistency fields

  • Process expert with proven expertise in developing and managing policies and procedures that deliver optimal value and efficiencies, while meeting all company/client requirements.

  • Experience in budget modeling, forecasting and profitability analysis

Additional Knowledge and Skills

Problem resolution and negotiation skills

Education

4-year degree in related field or equivalent experience

Travel

30% travel may be required.

Physical Requirements

General Office Demands

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: Sr. Customer Manager - Adherence Programs

Location: Arizona-Scottsdale

Requisition ID: 18006005