Job Details

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.

Strategic Account Operations Manager (Pharma)

Reporting to the Sr. Manager of Account Operations, the Strategic Account Operations Manager provides oversight and management of assigned complex and strategic accounts, ensuring the customer and program activity is appropriately managed throughout the customer lifecycle, understanding the programs may evolve frequently. This individual will drive outstanding customer experience, program and contract accuracy, and cross business unit collaboration and consistency.

He/She must be able to work effectively with individuals in both business and technical roles. He/She

should have ability to manage contractual obligations of customer and navigate across the various

functions of the business.

The Strategic Account Operations Manager is also responsible for balancing customer management with strategic projects benefitting the team, business and/or product.

What Strategic Account Operations Managers Do?

Primary responsibilities include:

• Serves as primary point of contact for day-to-day oversight and management of multiple, complex and strategic accounts, and ensures account satisfaction and engagement in support of account retention
• Accountable for the successful management of all account contract deliverables within contract terms and review of account invoices against contractual obligations for accuracy and validation
• Serves as initial point of contact for day-to-day program support and issues, researches and communicates corrective actions to resolve increasingly complex account problems directly, escalates concerns effectively when appropriate, and/or engages internal teams to assist as needed
• Documents and maintains program plans, measures progress towards account goals and objectives, and manages risk/mitigation plans
• Drives a culture of continuous improvement and operational excellence by leading process improvement initiatives and promoting best practices within the team to ensure a consistent, high quality and repeatable account experience
• Proactively utilizes data, working with internal and/or account data teams, to anticipate and evaluate 
  trends/risks and make appropriate recommendations for accounts
• Proactively applies industry, customer experience management, and program optimization knowledge, 
  engaging with internal/external stakeholders, to improve customer satisfaction and provide recommendations based on business needs and program goals
• Maintains strong, collaborative working relationships across CMM and McKesson, works with internal teams to assist in meeting account requirements, and leads activities among supporting teams
• Acts as a resource for colleagues with less experience and serves as an advisor on smaller account activities including issue resolution
• Participates in and/or leads special initiatives strategic to overall business and/or product line

Critical Skills:

• Proven problem-solving skills
• Ability to build trust and credibility across all levels
• Composure and diplomacy under pressure when resolving urgent customer issues
• Strategic and creative thinker with confidence in sharing ideas
• Skilled at prioritizing multiple deliverables in cross-functional environments
• Strong project and process management expertise
• Experience in strategic customer relationship and experience management
• Proficient in contract/SLA oversight, risk mitigation, and solution optimization
• Effective task delegation and team coordination
• Strong data acumen
• Working knowledge of Salesforce (SFDC) preferred

About You

You love working with people – both colleagues and clients – in a fast-paced environment. You have a healthy mix of left-brain (detail-oriented and analytical) and right-brain (charismatic and collaborative). You take a data-driven approach to understanding your clients and are always up-to-date on industry trends. You are results-oriented, self-motivated, and have a high level of initiative.

• Bachelor’s degree or equivalent
• 7+ years of customer support/account operations/account management experience and healthcare experience (prior experience in account management leadership a plus)
• Great communicator, either one-on-one, in writing, and in formal presentations, with clinical, operational, IT, and executive clients
• Ready to have an immediate impact on multiple client relationships 
• Top-notch strategic acumen, problem-solving, and analytical ability
• Specialized Knowledge/Skills – Healthcare, Prior Authorization, Affordability (eV, DC, CoC, etc.) Biopharma knowledge a plus. Proven skills in project management. History working with customers and cross functional teams.

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. The pay range shown below is aligned with McKesson's pay philosophy, and pay 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. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

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McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

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

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