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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 US Oncology Network (USON) Customer Success Manager (CSM) serves as a hybrid account manager and sales/customer support and is responsible for the day-to-day customer support of their accounts.  CSM collaborates with their USON Subject Matter Experts (SMEs) and each practice’s assigned USON Regional Vice President (RVP, RSVP) regarding how to manage and support each customer. This role will support the day-to-day tasks that must take place to provide an excellent customer experience.  They are also responsible for relationship management, and identification of service gaps and delays and serve as the “point of escalation” to ensure timely resolution and streamlined communication between the customer and McKesson.

This is a hybrid role that serves as account management and sales support and is expected to build direct relationships with customers, support initiatives to grow business, deliver customer-facing communications, and be responsible for updating SalesForce with customer demographic information. All responsible for proactive reporting to ensure correct contract pricing, monitoring purchases, providing and/or scheduling customer training, and generating and delivering customer purchase information. 

The CSM partners with their internal support teams to ensure product fulfillment (including controlled substances. REMs and Fairshare products) to maximize customer experience with McKesson and provide excellent customer service.

Key Responsibilities

• Day-to-day account management, relationship building, and troubleshooting internal/external customer issues by collaborating with internal departments/teams Works with operations, finance, customer care, generics, contracts, and legal among USON SMEs

• Responsible for providing specific reporting for customers and USON LT & SMEs.  In addition, will coordinate and provide training for USON-specific technology (i.e. Lynx and Customer Center)

• Customer quarterback: manages day-to-day customer needs, ensures customer issues are resolved both promptly and thoroughly, and effectively communicates to the customer.

• Develop a knowledge base of The US Oncology Network infrastructure and value proposition.  Community Oncology environment, physician practice dynamics, and concerns.

• Participation in training and educational key learning initiatives

• Facilitate resolution of customer issues including working proactively with USON Dedicated Reps and internal teams/departments, SMEs, and USON leadership team

Minimum Requirement

Typically requires 6+ years of related experience.

Critical Skills

• Account management/sales/customer care experience

• Intermediate experience in Excel, including creating spreadsheets, using formulas, pivot tables, and data analysis

• Strong problem-solving abilities with demonstrated capability of analyzing complex issues, identifying root causes, and implementing effective solutions to achieve business objectives

Additional Skills

• Microsoft Office programs

• Experience in and demonstrated understanding of healthcare and distribution, GPO, Community Oncology, industry trends, EHRs, inventory management technologies, billing and coding, private and public reimbursement models and payer contracting highly desired

• Experience with pharmaceutical products and buy-and-bill model

• Experience with SAP preferred

• Salesforce.com or CRM software experience helpful

• Proactive and strategic to anticipate issues

• Team player with strong interpersonal and resource management skills

Working Conditions:

Environment

• Remote with flexibility to work at hub location

• Minimum travel required (up to 25%)

Physical Requirements (Lifting, standing, etc.) –

• Large percent of time performing computer-based work is required.

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. 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 click 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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