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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.
Key Responsibilities
Financial Management
Monitors program profitability against plan on a monthly basis and prepare analysis if established thresholds are not met.
Understand contractual obligations and negotiate incremental contractual arrangements after program go-live.
Coordinates internal effort to produce sizing on new client initiatives and delivers pricing to the customer.
Responsible for ensuring 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 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.
Account/Project Management
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.
Minimum Requirement
Degree or equivalent and typically requires 4+ years of relevant experience.
Education
4-year degree in related field or equivalent experience. Advanced degree, MBA or MHS, highly preferred.
Critical Skills
3+ years 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 and according to budget and timelines.
Advance project management and organization skills.
Additional 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.
Excellent verbal and written communication skills.
Excellent time management/organization skills.
Physical Requirements
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,
Our Base Pay Range for this position
$72,000 - $120,000
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