Director, Client Relationship

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.

Mission
At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

Purpose
The Client Relationship group (Strategic Account Management) is a critical part of the Biologics team focusing on larger scale client relationships that encompass almost all of Biologics’ business units. The core purpose of this team is to serve as the primary point of contact and “face of Biologics” to our biopharma partners, working to mitigate potential service errors and reduce the business risk of complex accounts through greater management oversight. The Director, Client Relationship objectives are to ensure our Biopharma customers’ satisfaction with our services, continually search for improvement to existing programs, design and implement new ideas, and set and deliver upon strategic priorities for the broader Biologics business in conjunction with the VP, Biopharma Services.

Additionally, this role requires the leading and development of a team of Account Managers in support of these objectives. It requires a naturally inquisitive individual that encompasses the willingness to challenge the status quo in search for process improvement. They are highly accountable for ensuring service excellence as well as delivering client satisfaction – and thus retention and growth. In this highly visible position, the Director will be empowered to lead strategically critical client relationships and programs that cross multiple business lines while driving continuous improvement in processes.

Key Responsibilities

Financial Management

• Ensures schedules and budgets are met according to contractual agreements, understands and communicates to Sr. Leadership on financial performance of programs.

• Will have budgetary responsibility.

• Accountable for portfolio program profitability against plan on a monthly basis and delivers analysis if established thresholds are not met.

• Understand contractual obligations and negotiates incremental contractual arrangements after program go-live; accountable for internal effort to produce sizing on new client initiatives and delivers pricing to customer.

• Responsible for ensuring Account Management delivers accuracy of all client invoices prior to billing release and managing identified billing issues/concerns as necessary to ensure 100% accuracy in billing activities.

Customer Relationship Management

• Accountable for customer satisfaction, programs, products, employees for assigned area of responsibility within Biopharma Services organization.

• Serves as strategic leader and face of the Account Management team to biopharma clients.

• Manages Sr. level client relationships and expectations regarding the delivery of services.

• Provides customer with proactive consultative services on process improvement, revenue generating & cost-saving opportunities.

• Accountable for Account Management team preparation & delivery of Quarterly Business Reviews to the client on the state of the business and outlines opportunities for enhancement, growth, efficiency, etc.

Account/Project Management

• Drive collaboration across all Biologics Program Operations Team, which includes representative from Quality, Pharmacy Services, Marketing, Sales, Legal, Business Development, Human Resources, Finance and Accounting and Business Intelligence.

• Monitor monthly performance against service level agreements and ensures plans for corrective action developed and implemented if service level is not met.

• Interact with all internal department leadership representatives to assist as needed in providing business understanding.

• Understand, evaluate, and interpret data in order to accurately summarize meaning of

• information to the customer.

• Accountable for Account Management team managing project timelines, cross-functional teams,

• interdepartmental communications.

• Respons