Specialist, Client Management

About the role

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. 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 ensures clarity in client communications, continually searches for improvements to existing programs, designs and implements new ideas, and supports the larger Client Relationship team. This role requires a naturally inquisitive individual willing to challenge the status quo in search of process improvement. The Specialist is accountable for ensuring service excellence as outlined in the client’s service agreement and will be empowered to launch and manage strategically critical client programs that cross multiple business lines while driving continuous improvement in processes.

Responsibilities

• Financial Management
  • Monitors program profitability against plan on a monthly basis and prepares analysis if established thresholds are not met.
  • Understands 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 the customer.
  • Ensures the accuracy of all client invoices prior to billing release; escalates identified billing issues/concerns to the manager as necessary to ensure 100% accuracy in billing activities.
  • Receives client invoices from the finance department, ensures timely receipt, reviews all line items, and verifies all backup documentation.
• Customer Relationship Management
  • Responsible for overall customer satisfaction with pharmaceutical clients; acts as primary point of contact for the client related to projects and project status information.
  • Manages client expectations regarding the delivery of services.
  • Provides proactive consultative services on process improvement, revenue-generating, and cost-saving opportunities.
  • Handles all written and verbal (non-sales and non-IT specific) communication to the client.
  • Prepares and delivers Quarterly Business Reviews to the client on the state of the business, outlining opportunities for enhancement, growth, and efficiency.
• Account/Project Management
  • Drives collaboration across all Biologics Program Operations Team, including 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 plans for corrective action if service levels are not met.
  • Serves as the first point of contact for day-to-day program issues; involves team members as needed to resolve issues within reasonable time frames and escalates to the team leader as necessary.
  • Interacts with all internal departments to assist in providing business understanding.
  • Ensures timely delivery of reports according to program SLAs; verifies reasonability of data before client release.
  • Understands, evaluates, and interprets data to accurately summarize information for the customer.
  • Manages project timelines, cross-functional teams, and interdepartmental communication; maintains project plans and tracking logs as appropriate.
  • Manages the change request process within the team.
  • Identifies project priorities with customers and communicates priorities to the internal team.
• Workforce & Administrative
  • Monitors team tracking on customer projects.
  • Provides status reports to ensure senior-level management visibility into program operations.
  • Builds a team environment with internal partners.
  • Manages conflict resolution to ensure successful and productive project-to-program operations.

Requirements

• Degree or equivalent and typically requires 4+ years of relevant experience.
• 4-year degree in a related field or equivalent experience; advanced degree (MBA or MHS) highly preferred.

Skills

• 3+ years of business experience in Healthcare, Pharmaceutical, Account/Client Management.
• Experience in specialty pharmacy.
• Ability to develop strong team relationships and bring individuals together to focus on team goals.
• CRM Software Experience (CareTend).
• Advanced skills in Microsoft Excel and PowerPoint.
• Collaborative, customer-focused, and able to create visible value to clients and within the organization.
• Proven ability to handle multiple projects toward effective solutions according to budget and timelines.
• Advanced project management and organization skills.
• Detailed understanding and experience with process documentation and improvement.
• Analytical ability to identify opportunities, notice trends, research, and suggest solutions to the customer.
• Excellent verbal and written communication skills.
• Excellent time management and organization skills.

Physical Requirements

• Must live near Cary, NC office.
• General office demands.
• Travel: 20% for client and team meetings.

Pay

Our Base Pay Range for this position is $72,000 - $120,000. This range is aligned with McKesson’s pay philosophy and compliant with applicable regulations. In addition to base pay, other compensation such as an annual bonus or long-term incentive opportunities may be offered.

Benefits

We are proud to offer a competitive compensation package as part of our Total Rewards. For more information regarding benefits at McKesson, please visit McKesson Benefits.