Customer Success Account Manager

About the role

Be part of the team that is poised to transform the fight against cancer. Backed by the strength of a Fortune 8 company, our entrepreneurial organization develops technologies used by the oncology community to deliver evidence-based, personalized care, as well as insights used by biopharma companies to accelerate drug development and support the entire treatment journey. Our work powers informed decision making at every pivotal moment in oncology—from the treatment options presented to patients, to the operational considerations for oncology practices, to the design of clinical trials, to the commercial launch plans for new therapies.

Responsibilities

• Manage all aspects of the technology relationship with customers, developing, growing, and maintaining territory relationships.
• Coordinate and collaborate with various business units to ensure client requests are handled swiftly and successfully.
• Manage the day-to-day relationship of assigned clients in the support and use of iKnowMed G2 EHR, CVP, Practice Insights, and Ontada Health.
• Demonstrate current knowledge of all applications along with understanding of appropriate workflow and necessary practice support.
• Actively participate in the implementation process of accounts to facilitate a clear transition from implementation to account management and contribute to the success of both the implementation and overall adoption of the technologies.
• Support and adhere to the McKesson Specialty Health Compliance Program, including the Code of Ethics and Business Standards.
• Build and develop customer relationships, working with sales partners, network counterparts, and other internal teams to nurture and grow those relationships.
• Develop and maintain a territory business plan to strategically manage the territory.
• Provide day-to-day support, including post-go-live support, training and retraining needs, workflow review and optimization, implementing best practices, and providing program-related support.
• Support iKM G2 go-lives to ensure a smooth transition from the implementation phase of the project to account management.
• Assist customers with resolution of issues in an accurate and timely manner, providing the highest level of customer satisfaction.

Requirements

• Degree or equivalent and typically requires 7+ years of relevant experience.
• BS degree or equivalent experience in electronic system implementation, installation, and troubleshooting.

Skills

• 4+ years of specific systems experience within applications with iKnowMed.
• EHR application knowledge and working experience, preferably with iKnowMed G1 and/or G2 specifically.
• Excellent ability to build relationships, align, and influence varied and diverse participants across all levels and functions to achieve requisite milestones.
• Knowledge and experience with healthcare operations, clinical, and/or financial systems (e.g., practice management systems like Centricity, Athena, IDX; EHR like iKnowMed, Epic; pharmacy inventory management systems like Lynx, Pyxis).
• Strong organizational leadership skills with the ability to manage multiple priorities with tight and often competing deadlines.
• Familiarity with oncology practice day-to-day operations.
• Demonstrated outstanding communication skills (verbal, written, and presentation).
• Proficiency with MS Word, Excel, PowerPoint, and Teams.

Travel

Up to 75% travel required.

Pay

Our base pay range for this position is $109,000 - $181,600. This range is aligned with McKesson’s pay philosophy and will always be compliant with any applicable regulations. In addition to base pay, other compensation such as an annual bonus or long-term incentive opportunities may be offered.

Benefits

For more information regarding benefits at McKesson, please click here.