[Remote] Customer Success Executive - Cell & Gene Therapy
Note: The job is a remote job and is open to candidates in USA. McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Customer Success Executive serves as the primary post-sale point of contact for cell, gene and advanced therapy clients, ensuring continuity between the client and McKesson while driving adoption of products and services and ensuring customer satisfaction.
Responsibilities
- Acts as primary point of contact for the client related to implementations, on-going account management and upsell opportunities, coordinating as necessary across McKesson
- Responsible for developing and maintaining high customer satisfaction with pharmaceutical client and potentially authorized treatment centers (ATC)
- Responsible for all aspects of account management and coordinates with BU service line account managers as necessary
- Navigates the McKesson enterprise on behalf of the client
- Builds and maintains strong relationships with key stakeholders and decision-makers at clients
- Provides customer with proactive consultative services on process improvement, revenue generating, and cost-saving opportunities. Manages client expectation regarding the delivery of services
- Collaborates with cross-functional teams, including marketing, pricing, legal, finance, credit & underwriting, on-boarding, sales, and BU resources to develop and execute customer initiatives and ensure customer satisfaction
- Works with all BU service line implementation teams and account managers to ensure a smooth program implementation across McKesson CGAT services
- Prepares and delivers Quarterly Business Reviews (QBRs) to the client on the state of the business and outlines opportunities for enhancement and additional services
- Monitors monthly performance against service level agreements and develops plan with BU service lines for corrective action if service level are not met
- Ensures timely delivery of reports according to program SLA’s
- Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer
- Manages project timelines, cross-functional teams, interdepartmental communication
- Identifies project priorities with customers and communicating priorities to internal team
- Manages financial performance of programs and ensures accurate billing
- Monitors program profitability against plan on a monthly basis
- Understands contractual obligations and negotiates incremental contractual arrangements after program go-live
- Develops a deep understanding of all BU service lines and builds internal McKesson relationships to successfully manage client relationship and deliver client satisfaction
- Participates in or leads cross functional teams for the purpose of developing new product/service offering or driving process improvements
- Maintains client/customer profiles and provides regular status reports to ensure senior level management visibility to client status
Skills
- Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master's or Doctorate qualifications
- Bachelor's Degree in relevant discipline
- 10+ years' experience in product or account management
- 8+ years' experience in specialty pharmaceuticals (i.e., specialty distribution, specialty pharmacy) cell and gene therapy experience preferred
- Strong experience in cell and gene therapy
- Demonstrated problem solver in complex situations
- Team player with strong interpersonal and resource management skills
- Demonstrated experience with account management, contract implementation, and customer service
- Excellent communication and collaboration skills with demonstrated ability to build partnerships and influence in a cross functional, highly matrixed environment
- Strong knowledge of Specialty Distribution or Specialty Pharmacy processes (ideally both)
- Demonstrated experience with project management
- Advanced analytics and problem-solving skills
- Strong written, oral, and presentation skills
- Proficient in Microsoft Office Suite
Benefits
- Competitive compensation package at McKesson as part of our Total Rewards
- Annual bonus or long-term incentive opportunities may be offered
- For more information regarding benefits at McKesson, please click here.
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