Senior Customer Manager
McKesson - Scottsdale, AZ

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Empowering patients starts with you. It starts with the chain of events you initiate when you work on the combined team of McKesson Specialty Health and US Oncology- a chain that extends across the country uniting a network of community-based cancer clinics and resulting in millions of peopl

e getting more from their healthcare.

Across McKesson Specialty Health and US Oncology, our team affects the full continuum of healthcare - ultimately helping to improve the patient experience at the individual level. Our specialty pharmaceutical programs offer a significant impact for our customers and their businesses. The Distribution Services segment of our company is dedicated to the wholesale distribution of specialty pharmaceuticals - focusing on oncology and other specialty products. Our Specialty Patient Services group provides compliance and adherence programs, as well as reimbursement hotlines, patient assistance and support programs and the managed distribution of pharmaceutical products. Our Specialty Solution Center is the largest single-site call center in healthcare, offering a centralized approach to optimize manufacturer product reimbursement and access. Our US Oncology operations unite one of the nation's largest health-care services network devoted exclusively to cancer treatment and research, and is a pioneer in community-based cancer care. Annually, the united network of more than 9,000 physicians, clinicians, nurses, and administrators delivers integrated cancer care to more than 850,000 cancer patients in community-based clinics located in 41 states.

The Customer Manager, Customer Solutions & Strategy is responsible for managing projects focused on the implementation and/or ongoing management of program sourced to McKesson by a pharma company client. The Manager, Customer Solutions & Strategy 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.
FINANCIAL MANAGEMENT
Monitors program profitability against plan on a monthly basis and prepares analysis if established thresholds are not met
Maintains updated budget for customer reflecting actual costs & projections for the program year
Understands contractual obligations and negotiates incremental contractual arrangements after program go-live
Coordinates internal effort to produce sizing on new client initiatives and delivers pricing to customer
Responsible for ensuring the accuracy of all client invoices prior to billing release. Escalates identified billing issues/concerns to manager as necessary to ensure 100% accuracy in billing activities
Receives client invoices from finance department and ensures all invoices are received in a timely manner, reviews all line items, and verifies all backup documentation
CUSTOMER RELATIONSHIP MANAGEMENT
Responsible for overall customer satisfaction with pharmaceutical client
Acts as primary point of contact for the client related to projects and project status information
Manages client expectation regarding the delivery of services
Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities
Responsible for all written and verbal (non-sales and non IT specific) communication to the client.
Prepares & Delivers Quarterly Business Reviews to the client on the state of their business and outlines opportunities for enhancement, growth, efficiency, etc.
PROJECT MANAGEMENT
Responsible for interfacing with sales and the customer to clearly define project scope. Scope of work to be used by the business systems analyst for development of a business requirement document
Responsible for business requirement development
Manages team sub-projects 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
Manages the change request process within team
Responsible for identifying project priorities with customers and communicating priorities to internal team
ACCOUNT MANAGEMENT
Reviews all program documentation prior to production release including Business Requirement Document, Standard Operating Procedures, Work Instructions, System Requirement Documentation, and Training Materials. Approves project scope, business rules, and overall project release. Ensures client sign-off is obtained on business requirements (initial and ongoing change requests)
Responsible for storing client approved business requirement documentation in secured environment according to company standards
Monitors monthly performance against service level agreements and develops plan for corrective action if service level are not met
Serves as the first point of contact for day-to-day program issues. Involves team members as needed to resolve all issues within reasonable time frames and escalates issues to the team leader as necessary.
Interacts with all internal departments to assist as needed in providing business understanding. • Ensure timely delivery of reports according to program SLA's.
Verifies reasonability of data before client release
Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer
Serves as the point of contact for McKesson and Client vendors who interact with McKesson programs. Interacts to support day-to-day operations and works with the McKesson Vendor Manager to resolve vendor service level/pricing concerns. Influence Vendor Selection based on customer financial and operational objectives
WORKFORCE & ADMINISTRATIVE
Monitors team tracking on customer projects
Provides status reports to ensure senior level management visibility to program operation
Responsible for building team environment with internal partners
Manages conflict resolution to ensure successful / productive project

5+ years experience in project management

5+ years formal project management of healthcare or pharmaceutical based project activities
5+ years managing diverse teams preferably in healthcare or pharmaceutical industry
5+ years actively engaged in or with healthcare/pharmaceutical regulatory or compliance departments/organizations.

Graduate degree preferred
Experience in finance, project management or account management, preferred
Collaborative, customer focused, and able to create visible value to client and within the organization
Proven ability to handle multiple projects toward effective solutions and according to budget and timelines
Experience in budget modeling and forecasting
Excellent project management and organization skills
Detailed understanding and experience with process documentation and improvement
Proven ability to take an opportunity, research and suggest solutions
Experience with Microsoft Office Suite, including Visio and Project
Excellent user of Microsoft Excel
Excellent verbal and written communication skills
Ability to develop strong team relationships and bring individuals together to focus on team goals

4-year degree in related field or equivalent experience

General Office Demands
10% travel may be required

We believe you should be rewarded for the important work you do. For that reason, you'll receive a competitive compensation and benefits package when you join our team.

It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters. 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. By connecting and improving the business of healthcare, we're helping to ensure that millions of patients get the treatment they need. And by choosing a career with McKesson Specialty Health, you'll join a team of passionate people working together to improve lives and advance healthcare.

At McKesson, we believe we can empower healthcare. And it all starts with you.

As an equal opportunity employer, McKesson Corporation unites the talents and contributions of all to advance the power of healthcare. Learn more about our opportunities at mckesson.com/careers

No agencies please.

McKesson - 20 months ago - save job - copy to clipboard - block
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About this company
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McKesson moves medicine. As a top pharmaceuticals distributor in North America, McKesson delivers prescription and generic drugs, as well as...