Sr. Account Operations Manager

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.

The Sr. Account Operations Manager is responsible for managing key/complex customer relationships, projects and programs, with increased magnitude of complexity. Acting as primary customer contact for Payer customers, they lead internal customer support teams responsible for delivering ePA and/or Payer Connectivity solutions which meet all CMM requirements and goals, while exceeding customer expectations for operational excellence. In addition, they serve as the point person when issues or problems need management attention and resolution.

This individual is charged with developing strong consultative relationships with customers that penetrate multiple levels and functions within their organizations. They ensure that all CMM programs serve to advance the strategic and operational goals of our key payer customers. The Sr. Account Operations Manager is responsible for ensuring 100% accuracy of all customer invoices and associated back-up documentation. They are also responsible for ensuring that all revenue is captured according to established contracts and fee sheets.

Key Responsibilities:

• Provides customer with proactive consultative and strategic services on program design, strategy and cost saving opportunities. Cultivates the customer relationship to identify and recommend opportunities to optimize and grow programs, driving long-term customer retention by partnering with internal teams to help Payer clients realize the full value of the solutions we deliver.

• Establishes and maintains relationships with internal McKesson/CMM teams (Account Management, Marketing, Analytics, IT, Finance, Legal, etc.) to assist in understanding and meeting customer requirements. Provides direction and coordinates activities among supporting teams as needed. Researches, develops and communicates corrective actions needed to resolve problems.

• Serves as the first point of contact for day-to-day program support and issues. Ensures that the customer is satisfied with company projects and services by establishing and executing customer relationship management tactics consistently and ensuring compliance with contractual agreements. Resolves issues and minimally escalates to Manager or Director.

• Utilizes Salesforce and SharePoint to manage program plans and measures progress towards customer goals and objectives.

• Understands, evaluates, and interprets data to provide the necessary meaning and optimal value to the customer. Monitors and manages established SLAs. Drives improvements to program data/reports where needed.

• Responsible for ensuring 100% accuracy of all customer invoices and associated back-up documentation. Responsible for ensuring that all revenue is captured according to established contracts and fee sheets.

• Provides mentoring to junior level account leads and assists with training of new team members

Critical Skills:

• Excellent and proven problem-solving skills
• Ability to establish trust and credibility at all levels of the organization
• Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
• Ability to think outside the box and confident in expressing ideas, strong strategic and creative abilities
• Prior industry experience with healthcare (ePA or payer connectivity) strongly preferred
• Prior experience in account management/account management leadership a plus.
• Ability to track and prioritize multiple concurrent deliverables in a cross-functional team environment
• Strong project and process management skills a must

Minimum Job Qualifications (Knowledge, Skills, & Abilities):

• Education/Training - Degree or equivalent experience.
• Business Experience - 4+ years of relevant experience
• Specialized Knowledge/Skills - Healthcare, Pharmacy, Biopharma knowledge a plus. 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, pleaseclick here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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