Strategic Account Operations Manager

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.

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

• 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

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…