JR0041966 Strategic Account Manager

Company: McKesson
Location: Cary
Posted on: June 25, 2022

Job Description:

Opportunity Description: The Strategic Account Manager (SAM) is responsible for managing the company's relationships with pharmaceutical company clients by ensuring excellence in the internal execution of existing programs and/or the implementation of new programs with that partner. The SAM is the primary point of contact to our MFG clients and will focus on the ongoing maintenance of an account, specifically monitoring the pharmacy's key performance indicators (KPI's), working with the Client Execution team on operational improvement initiatives and providing a high-touch customer service experience to clients by expeditiously solving the daily client inquires. Additionally, this role will support the implementation of new program launches by project managing the various operational and data workstreams critical to ensuring our ability to manage the patient population. the Account Manager plays a critical role in both providing superior customer service to all levels of the biopharma client's organization, which ultimately has entrusted us to not only support their therapy, but the entire patient population which we serve, and secondly to manage the operational execution of the customized program which we have tailored to the therapy and patient journey. The Account Manager must be skillful and confident in managing multi-million-dollar revenue clients and in serving as a thought leader to the client but also internally. This person will frequently be asked to generate new innovative ideas to enhance a program design for the client and act a resource internally to implement changes and train other departments in the pharmacy. Key Responsibilities ACCOUNT/OPERATIONAL MANAGEMENT (40%) Regularly monitors performance against service level agreements and works with Client Execution Team to develop plan for corrective action if service levels are not met. 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. Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer - mostly through Quarterly Business Reviews but also through Ad Hoc discussions. Responsible for identifying project priorities with customers and communicating priorities to internal team. Manages and maintains program documentation including contracts, business rules, workflows, and standard operating procedures CUSTOMER SERVICE (40%) Responsible for overall customer satisfaction with pharmaceutical client. Acts as primary point of contact for the client related to daily client inquiries 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 and/or Account Director as necessary. Manages client expectation regarding the delivery of services. Provides client with daily updates on patient status - for oncology and rare disease therapies, every patient is a complex case and our clients expect proactive communication about the status of those patients FINANCIAL MANAGEMENT (10%) 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 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. OPERATIONS COLLABORATION (10%) Collaborates with Client Execution team to coordinate internal effort to produce sizing on new client initiatives and delivers pricing to customer. Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities. Responsible for managing program change requests from the client. Maintains project plans and tracking logs as appropriate. Manages the change request through the Change Control process. Build design documentation in collaboration with client and internal stakeholders. Qualifications: Minimum Requirements 3 years experience of healthcare experience and at least 2-3 years of experience in managing client accounts. Critical Skills Executive presence; comfortable presenting and having continuous dialogue with senior leaders/c-suite of pharmaceutical companies 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 Advanced project management and organization 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. Advanced skills in Microsoft Excel, and PowerPoint Preferred Knowledge & Skills Advanced degree, MBA or MHA, highly preferred Excellent verbal and written communication skills Ability to develop strong team relationships and bring individuals together to focus on team goals Education 4-year degree in related field or equivalent experience preferred Physical Requirements Working Conditions: General professional office environment. 10% travel may be required Opportunity Description: The Strategic Account Manager (SAM) is responsible for managing the company's relationships with pharmaceutical company clients by ensuring excellence in the internal execution of existing programs and/or the implementation of new programs with that partner. The SAM is the primary point of contact to our MFG clients and will focus on the ongoing maintenance of an account, specifically monitoring the pharmacy's key performance indicators (KPI's), working with the Client Execution team on operational improvement initiatives and providing a high-touch customer service experience to clients by expeditiously solving the daily client inquires. Additionally, this role will support the implementation of new program launches by project managing the various operational and data workstreams critical to ensuring our ability to manage the patient population. the Account Manager plays a critical role in both providing superior customer service to all levels of the biopharma client's organization, which ultimately has entrusted us to not only support their therapy, but the entire patient population which we serve, and secondly to manage the operational execution of the customized program which we have tailored to the therapy and patient journey. The Account Manager must be skillful and confident in managing multi-million-dollar revenue clients and in serving as a thought leader to the client but also internally. This person will frequently be asked to generate new innovative ideas to enhance a program design for the client and act a resource internally to implement changes and train other departments in the pharmacy. Key Responsibilities ACCOUNT/OPERATIONAL MANAGEMENT (40%) Regularly monitors performance against service level agreements and works with Client Execution Team to develop plan for corrective action if service levels are not met. 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. Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer - mostly through Quarterly Business Reviews but also through Ad Hoc discussions. Responsible for identifying project priorities with customers and communicating priorities to internal team. Manages and maintains program documentation including contracts, business rules, workflows, and standard operating procedures CUSTOMER SERVICE (40%) Responsible for overall customer satisfaction with pharmaceutical client. Acts as primary point of contact for the client related to daily client inquiries 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 and/or Account Director as necessary. Manages client expectation regarding the delivery of services. Provides client with daily updates on patient status - for oncology and rare disease therapies, every patient is a complex case and our clients expect proactive communication about the status of those patients FINANCIAL MANAGEMENT (10%) 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 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. OPERATIONS COLLABORATION (10%) Collaborates with Client Execution team to coordinate internal effort to produce sizing on new client initiatives and delivers pricing to customer. Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities. Responsible for managing program change requests from the client. Maintains project plans and tracking logs as appropriate. Manages the change request through the Change Control process. Build design documentation in collaboration with client and internal stakeholders. The Strategic Account Manager (SAM) is responsible for managing the company's relationships with pharmaceutical company clients by ensuring excellence in the internal execution of existing programs and/or the implementation of new programs with that partner. The SAM is the primary point of contact to our MFG clients and will focus on the ongoing maintenance of an account, specifically monitoring the pharmacy's key performance indicators (KPI's), working with the Client Execution team on operational improvement initiatives and providing a high-touch customer service experience to clients by expeditiously solving the daily client inquires. Additionally, this role will support the implementation of new program launches by project managing the various operational and data workstreams critical to ensuring our ability to manage the patient population. the Account Manager plays a critical role in both providing superior customer service to all levels of the biopharma client's organization, which ultimately has entrusted us to not only support their therapy, but the entire patient population which we serve, and secondly to manage the operational execution of the customized program which we have tailored to the therapy and patient journey. The Account Manager must be skillful and confident in managing multi-million-dollar revenue clients and in serving as a thought leader to the client but also internally. This person will frequently be asked to generate new innovative ideas to enhance a program design for the client and act a resource internally to implement changes and train other departments in the pharmacy. Key Responsibilities ACCOUNT/OPERATIONAL MANAGEMENT (40%) Regularly monitors performance against service level agreements and works with Client Execution Team to develop plan for corrective action if service levels are not met. 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. Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer - mostly through Quarterly Business Reviews but also through Ad Hoc discussions. Responsible for identifying project priorities with customers and communicating priorities to internal team. Manages and maintains program documentation including contracts, business rules, workflows, and standard operating procedures CUSTOMER SERVICE (40%) Responsible for overall customer satisfaction with pharmaceutical client. Acts as primary point of contact for the client related to daily client inquiries 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 and/or Account Director as necessary. Manages client expectation regarding the delivery of services. Provides client with daily updates on patient status - for oncology and rare disease therapies, every patient is a complex case and our clients expect proactive communication about the status of those patients FINANCIAL MANAGEMENT (10%) 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 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. OPERATIONS COLLABORATION (10%) Collaborates with Client Execution team to coordinate internal effort to produce sizing on new client initiatives and delivers pricing to customer. Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities. Responsible for managing program change requests from the client. Maintains project plans and tracking logs as appropriate. Manages the change request through the Change Control process. Build design documentation in collaboration with client and internal stakeholders. PDN-95213775-e85f-4eca-a456-34e801803e99

Keywords: McKesson, Cary , JR0041966 Strategic Account Manager, Executive , Cary, North Carolina