Customer Success 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.

Position Summary:

The Customer Success Manager (CSM) is responsible for the day-to-day customer support of their accounts in partnership with their outside sales representative.  They will take direction from their manager, outside sales rep and VP on how to manage each customer. This role will support many day-to-day tactile tasks that must take place to provide an excellent customer experience.  They will also be responsible for relationship management, retaining customers, identifying gaps in service, identifying needs, and growing their business in a designated territory.  This is a supportive role to outside sales, so coordination with the outside sales rep will be critical. The CSM is expected to build direct relationships with customers, lead initiatives to grow business, deliver customer-facing communications, be responsible for updating SFDC with customer demographic information, submit price requests, monitor purchases, provide and/or schedule customer training, generate or deliver customer purchase or GPO reports.  They will partner with their outside sales counterpart to retain and maximize customer engagement with McKesson and provide an excellent customer experience.

Key Responsibilities 

• Partner with remote and outside sales to grow and retain business while providing continuous feedback on customer activity and build strategy/plan for each customer

• Customer quarterback: handle day-to-day customer need, ensure customer issues are resolved both promptly and thoroughly, and ensure customer maximizes existing products and services.

• Develop a knowledge base of the marketplace, environment, physician practice dynamics and concerns

• Participation in training and educational key learning initiatives

• Participation in training and educational key learning initiatives

 Minimum Requirements:

Typically requires 3+ years of related experience

Critical Skills

• 1+ years of related experience in account management/sales/customer care experience

• 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

• Strong Excel Skills

• 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

• 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<