Senior Director Customer ManagementApply Job ID JR0061588 Date posted 09/07/2022
McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.
CoverMyMeds, part of McKesson Corporation, is a fast-growing healthcare technology company that has been recognized as a “Best Place to Work” by Glassdoor and a “Best Company to Work For” by FORTUNE. Through innovation and collaboration, CoverMyMeds’ solutions help people get the medicine they need to live healthier lives by seamlessly connecting the healthcare network to improve medication access; thereby increasing speed to therapy and reducing prescription abandonment. CoverMyMeds’ network includes 75 percent of electronic health record systems (EHRs), 50,000+ pharmacies, 750,000 providers and most health plans and PBMs.
Reporting to the Vice President, Customer Management, the Senior Director, Customer Management will direct Customer management and will oversee and manage functions essential to the success of product and service delivery. These may include stakeholder and customer relationship management, contracting, sales and growth efforts for organic business, strategy development customer financial and billing oversight, quality and compliance of team, training, business process, supplier management, business continuity and other such activities necessary to support the overall success of the team.
The Sr Director will have accountability for several product lines or shared services led by senior level direct reports. This function will be directly accountable for achieving contractual service compliance to agreements, partnering with Operations and Product Management as Customer subject matter expert, may participate in the sales cycle of new business, customer audits and other such external meetings. Additionally, this role will have accountability to both financial and non-financial annual scorecards.
Oversee all Customer Contracts for assigned product and channel, which may include Customer management and account managers, quality, training, business process, supplier management, infrastructure support, business continuity and any other functions necessary to support the business.
Ensure the programs are meeting revenue and profitability targets. Review and advise on Customer program budgets and ensure that Customer managers have appropriate execution and monitoring plans insitu to ensure profitability and that all associated action plans are developed and executed for continuous improvement.
Customer Relationship and Program Management- Provide strategy and direction to the Customer Management team for all aspects of multiple, concurrent programs including communications, key metrics monitoring, resources, risks, change control, issues, and budget. Provide initiative leadership for cross-functional teams. Ensure Customer meetings and escalations are effectively planned and organized to include cross-functional project teams. Establish clear success criteria for Program, customers, and vendors. Support the Customer Managers and Represent Program at Senior meetings and manage relationships with all stakeholders, including internal and external clients and vendors. Ensure that Customer Managers are Inspecting, tracking and reporting on performance and develop robust reporting tactics to report up to senior leadership. Proactively and strategically manage and plan for changes to augment and evolve the programs throughout the lifecycle. Plan to provide strategic consultation with each Customer. Guide Customer managers to develop and adhere to robust procedures for ensuring Customer Relationship Management
Develop a high performing team that involves creating development plans, timely performance evaluations, feedback and training or coaching as needed. Develop team building opportunities within or amongst other teams.
Assess the overall performance and effectiveness of assigned functional areas. Manage all KPIs and scorecard results accordingly.
Work closely with legal, compliance, sales, marketing, operations and technology and product and with clients to support delivery expectations, organic growth, and new business development.
Serve as customer subject matter expert for internal stakeholders to include product strategy/development, finance, human resources, and others.
Participate with senior leaders to establish and communicate strategic plans and objectives for the organization.
13+ years of Customer or Account Management and 6+ years managing people leaders.
5+ years Healthcare or pharmaceutical or equivalent experience
Strong leadership skills managing and motivating managers
Strong strategy and analytical background to understand how to leverage data to influence business decisions.
Demonstrated ability to build high trust relationships with key stakeholders and ability to communicate with and influence senior level executives.
Exceptional communication skills-written, verbal, presentation, and meeting facilitation.
Strategic Mindset with strong problem-solving and resolution skills.
Outstanding organizational skills with a high attention to detail.
Degree or equivalent.
20-40% travel required
General office environment with flexibility for “Work at Home” days.
Employee will need to live near one of our three office locations (Scottsdale, AZ, Louisville, KY, or Columbus, OH) for onsite meetings and client engagements.
McKesson is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
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 Disability_Accommodation@McKesson.com. Resumes or CVs submitted to this email box will not be accepted.
Current employees must apply through the internal career site.
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