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Customer Success Executive (Cell, Gene & Advanced Therapies)

McKesson

McKesson

Customer Service, Sales & Business Development
Massachusetts, USA · Remote
Posted on Wednesday, June 19, 2024

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

The Customer Success Executive serves as the primary post-sale point of contact for clients/customers ensuring continuity between the client and McKesson. They will use their in-depth knowledge of our biopharma cell and gene partners and/or business processes, deep knowledge of McKesson’s CGAT product lines and services (e.g., specialty pharmacy, 3PL, specialty distribution), and the technical expertise to drive and increase adoption and utilization our products and services.

The CSE ensures best practices are adopted for product use, mitigates potential service errors, and handles escalations and coordination across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

Key Responsibilities:

  • Responsible for developing and maintaining high customer satisfaction with pharmaceutical client.
  • Acts as primary point of contact for the client related to projects and project status information across McKesson.
  • Navigates the McKesson enterprise on behalf of the client
  • 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 the business and outlines opportunities for enhancement, and efficiency
  • Responsible for account and project management
  • Works with all Program Operations Teams to ensure a smooth program implementation across McKesson services
  • Drives collaboration across all Program Operations Team that support the client (e.g., Quality, Pharmacy Services, Marketing, Sales, Legal, Business Development, Human Resources, Finance and Accounting and Business Intelligence)
  • 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.
  • Interacts with all internal departments to assist as needed in providing business understanding.
  • Ensures 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.
  • Manages project timelines, cross-functional teams, interdepartmental communication.
  • Maintains project plans and tracking logs as appropriate.
  • Manages the change request process within the team.
  • Identifies project priorities with customers and communicating priorities to internal team.
  • Manages financial performance of programs and ensures accurate billing
  • Monitors program profitability against plan on a monthly basis
  • Prepares analysis if established thresholds are not met across all service lines the client uses.
  • Understand 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.
  • Manage internal customer relationships effecting account/project management by:
  • Identifies projects for process improvements
  • Participates in or leads cross functional teams for the purpose of developing new product/service offering or driving process improvements
  • Connects closely with key internal stakeholders on their activities
  • Provides regular status reports to ensure senior level management visibility to project and client status

Minimum Job Qualifications

  • Bachelor’s Degree in relevant discipline
  • 10+ years’ experience in product or account management
  • 8+ years’ experience in specialty distribution or specialty pharmacy

Specialized Knowledge/Skills:

  • Strong experience in cell and gene therapy
  • Demonstrated problem solver in complex situations
  • Team player with strong interpersonal and resource management skills.
  • Demonstrated experience with account/project management, contract implementation, and customer service
  • Excellent communication and collaboration skills with demonstrated ability to build partnerships and influence in a cross functional, highly matrixed environment
  • Strong knowledge of Specialty Distribution or Specialty Pharmacy processes (ideally both)
  • Demonstrated experience with project management
  • Advanced analytics and problem-solving skills
  • Strong written, oral, and presentation skills
  • Excellent relationship management skills with demonstrated ability to work with internal groups
  • Thorough knowledge of company’s products, processes, and strategy
  • A strong background in account/customer service management, product/project management and working in a highly matrixed environment are required.
  • Experience utilizing SAP Application
  • Proficient in Microsoft Office Suit

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. 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

$150,900 - $251,500

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!