Customer Success Manager

About the Role

As a Customer Success Manager (CSM) at McKesson, you will be responsible for the day-to-day customer support of your accounts in partnership with your outside sales representative. This role involves managing customer relationships, retaining customers, identifying service gaps and needs, and growing business within a designated territory. The CSM supports outside sales by handling tactical tasks to ensure an excellent customer experience, building direct customer relationships, leading business growth initiatives, delivering customer-facing communications, and maintaining customer demographic information in SFDC.

Responsibilities

• Partner with remote and outside sales to grow and retain business while providing continuous feedback on customer activity and building strategies/plans for each customer.
• Act as the customer quarterback: handle day-to-day customer needs, resolve issues promptly and thoroughly, and ensure customers maximize existing products and services.
• Develop a knowledge base of the marketplace, environment, physician practice dynamics, and concerns.
• Participate in training and educational key learning initiatives.
• Update SFDC with customer demographic information, submit price requests, monitor purchases, and provide or schedule customer training.
• Generate or deliver customer purchase or GPO reports.
• Partner with outside sales to retain and maximize customer engagement with McKesson, ensuring an excellent customer experience.

Requirements

• Typically requires 3+ years of related experience.
• 1+ years of related experience in account management, sales, or customer care.

Skills

• Intermediate experience in Excel, including creating spreadsheets, using formulas, pivot tables, and data analysis (preferred).
• Strong problem-solving abilities with demonstrated capability to analyze complex issues, identify root causes, and implement effective solutions.
• Proficiency in Microsoft Office programs.
• Experience in and demonstrated understanding of healthcare and distribution, GPO, community oncology, industry trends, EHRs, inventory management technologies, billing and coding, private and public reimbursement models, and payer contracting (highly desired).
• Experience with pharmaceutical products and the buy-and-bill model.
• Experience with SAP (preferred).
• Salesforce.com or CRM software experience (helpful).
• Proactive and strategic to anticipate issues.
• Team player with strong interpersonal and resource management skills.

Working Conditions

• Remote with flexibility to work at a hub location.
• Minimum travel required (up to 25%).
• Large percentage of time performing computer-based work.

Pay

McKesson offers a competitive compensation package based on performance, experience, skills, equity, and market evaluations. The base pay range for this position is $20.30 - $33.83 per hour. 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 visit McKesson's benefits page.