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Reporting to the Sr. Manager, Account Operations, the Account Operations Manager is responsible for customer relationships, projects, and programs. Acting as the primary operations contact for a CoverMyMeds product portfolio supporting our pharmaceutical manufacturers' medication adherence strategies, this role is responsible for delivering an outstanding customer experience, program and contract accuracy, and cross-business unit collaboration and consistency. The Account Operations Manager will be assigned customers and/or programs within the top 25 of overall customers and programs of a complex nature.
The Account Operations Manager must be able to work effectively with individuals in both business and technical roles and should have the ability to manage contractual obligations of customers and navigate across the various functions of the business.
Key Responsibilities:
Serves as primary point of contact for day-to-day management of multiple, complex accounts in support of relevant strategies
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 complex account problems directly, escalates concerns effectively when appropriate, and/or engages internal teams to assist as needed
Under limited direction, documents and maintains program plans, measures progress towards account goals and objectives, and manages risk/mitigation plans
Fosters a culture of continuous improvement and operational excellence by addressing areas for improvement and promoting best practices within the team to ensure a consistent, high quality and repeatable account experience
Utilizes data, working with data teams if appropriate, to evaluate trends/risks and make appropriate recommendations for accounts
In partnership with internal and external stakeholders, shares and applies broad industry knowledge and provides recommendations based on program goals
Fosters strong, collaborative working relationships across CMM and McKesson, works with internal teams to assist in meeting account requirements, and provides direction/coordinates activities among supporting teams as needed
Critical Skills:
Ability to manage multiple complex customer requirements
Excellent organizational and prioritization skills
Excellent and proven problem-solving skills
Collaborative, customer focused skills, with proven ability to proactively create new value for customers.
Extensive experience managing client relationships.
Ability to establish trust and credibility at all levels of the organization
Diplomacy, professionalism tact and grace under pressure when working through challenging and/or urgent customer issues
Customer facing implementation or project managements experience.
Strong understanding of data analytics.
Prior industry experience with healthcare
Minimum Job Qualifications (Knowledge, Skills, & Abilities):
Education/Training
Business Experience
3+ years of Healthcare, Pharmacy, Biopharma knowledge a plus. Proven skills in customer support/account management/account operations.
History working successfully with large customers and cross functional teams
Experience managing customer relationships and strategic partnerships with the ability to develop trusting, long-standing relationships with internal/external customers
Demonstrated communication, presentation, and delivery skills with ability to connect to people at all levels
Specialized Knowledge/Skills
Problem resolution and negotiation skills. Works under limited direction. Determines and develops approaches to solutions. Excellent Microsoft suite skills esp Excel and PowerPoint
Working Conditions:
Office ? remote
Physical Requirements (Lifting, standing, etc.)
Possible long periods of sitting and/or keyboard work. General office demands.
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
Our Base Pay Range for this position
$75,800 - $126,300
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson?s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
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: .
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 page.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) or (Canada) . Resumes or CVs submitted to this email box will not be accepted.
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