Specialist, Client Management

About this role

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.

Mission At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

Purpose 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 prepares analysis if

• established thresholds are not met.

• Understand 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 customer.

• Responsible for ensuring the accuracy of all client invoices prior to billing release. Escalates identified billing issues/concerns to manager as necessary to ensure 100% accuracy in billing activities. Receives client invoices from 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.

Client Management • 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 Skill • 2+ years experience in account management is preferred

• 3+ years business experience in Healthcare, Pharmaceutical, Account/Client Management, Finance, Distribution, or Management Consulting is preferred

• Collaborative, customer-focused, and able to create visible value to client 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

• Detailed understanding and experience with process documentation and improveme

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