At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes -- one patient, one partner, one therapy at time.
The Client Relationship group (Strategic Account Management) is a critical part of the Biologics team focusing on larger scale client relationships that encompass almost all of Biologics' business units. The core purpose of this team is to serve as the primary point of contact and "face of Biologics" to our biopharma partners, working to mitigate potential service errors and reduce the business risk of complex accounts through greater management oversight. The Specialist, Client Management objectives are to ensure clarity in client communications, continually search for improvement to existing programs, design and implement new ideas, and help support the larger Client Relationship team. It requires a naturally inquisitive individual that encompasses the willingness to challenge the status quo in search for process improvement. They are accountable for ensuring service excellence as outlined in the client's service agreement. In this highly visible position, the Specialist will be empowered to launch and manage strategically critical client programs that cross multiple business lines while driving continuous improvement in processes.
Essential Duties and Responsibilities
Monitors program profitability against plan on a monthly basis and prepares analysis if established thresholds are not met.
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.
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 the business and outlines opportunities for enhancement, growth, efficiency, etc.
Drive collaboration across all Biologics Program Operations Team, which includes representatives from 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. 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.
Understand, evaluates, and interprets data in order to accurately summarize meaning of information to the customer.
Responsible for managing project timeline, cross-functional teams, interdepartmental communication. Maintains project plans and tracking logs as appropriate. Manages the change request process within the team.
Responsible for identifying project priorities with customers and communicating priorities to internal team.
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 to program operation.
Responsible for building team environment with internal partners.
Manages conflict resolution to ensure successful/productive project.
2+ years experience in account management is preferred
3+ years business experience in Healthcare, Pharmaceutical, Account/Client Management, Finance, Distribution, or Management Consulting is preferred
Education - 4-year degree in related field or equivalent experience. Advanced degree, MBA or MHS, highly 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
Advance project management and organization skills
Detailed understanding and experience with process 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 and PowerPoint
CRM Software Experience (SalesForce)
Excellent verbal and written communication skills
Ability to develop strong team relationships and bring individuals together to focus on team goals
Excellent time management/organization skills
10% travel may be required
Career Level - IC - Professional - P3
McKesson is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.
Current employees must apply through the internal career site.
Join us at McKesson!
Internal Number: JR0041109
About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.