Job Description

Position Description

The Associate Client Manager is responsible for managing key client relationships, projects and programs. Acting as primary client contact for Program Pharmacy customers, they lead internal client support teams responsible for delivering adherence solutions which meet all Program Pharmacy requirements and goals, while exceeding customer expectations for operational excellence. In addition, they serve as the point person when issues or problems need management attention and resolution.

This individual is charged with developing strong consultative relationships with customers that penetrate multiple levels and functions within their organizations. They ensure that all Program Pharmacy programs serve to advance the strategic and operational goals of our key pharma/biotech customers. Client/account profiles may consist of low-to-medium level complexity with a mid-size revenue stream.

Key Responsibilities

* Responsible for interfacing with sales and the customer to clearly define project scope.
* Responsible for business requirement document development and obtaining client approval.
* Provides customer with proactive consultative services on program setup, revenue generating and cost saving opportunities.
* Manages internal teams for the implementation of new products, services, client initiatives and change requests according to company standards.
* Responsible for managing project timeline, cross-functional teams, interdepartmental communication. Maintains project plans and tracking logs as appropriate.
* Responsible for identifying project priorities with customers and communicating priorities to internal team.
* Reviews and approves all program details prior to production release.
* Ensures client sign-off is obtained on business requirements.
* Responsible for storing client approved business requirement documentation in secured environment according to company standards.

Account Management

* Plan and coordinate key strategic management reviews for clients and internal support teams. Develop account management plans and measure progress towards client goals and objectives.
* Works with internal teams (Sales, Marketing, Operations, IT, Finance) to assist in understanding and meeting customer requirements. Provide direction and coordinate activities among supporting teams as needed. Research, develop and communicate corrective actions needed to resolve problems.
* Develop and present customer profiles and related financial summaries to SWAT analysis team. Provide opportunity assessments to senior management and/or leadership team.
* Manage the process, development and delivery of periodic, meaningful and productive strategic business reviews.
* Manages communication and operational direction to client vendors/partners as required. Works with internal stakeholders to resolve service or pricing concerns.
* Understands, evaluates, and interprets data to provide the necessary meaning and optimal value to the customer. Drives improvements to program data/reports where needed.
* Ensures timely and accurate delivery of reports and data feeds according to program SLAs.
* Monitors program performance against established SLAs. Negotiates and communicates revised service levels as required.
* Approves project scope, business rules, and overall project release. Ensures client sign-off is obtained on business requirements (initial and ongoing change requests) and proper documentation is maintained.
* Serves as the first point of contact for day-to-day program issues. Involves team members as needed to resolve all issues and escalates to Strategic Account Team as necessary.
* Manages program changes and associated change request process. Responsible for identifying project priorities with customers and communicating priorities to internal team.

Financial

* Monitors program profitability and revenue according to plan on an ongoing basis. Research and present management analysis regarding performance variances and opportunities to increase productivity and financial performance.
* Responsible for ensuring 100% accuracy of all client invoices and associated back up documentation. Responsible for ensuring that all revenue is captured according to established fee sheets.
* Maintains updated budget for customers, reflecting actual costs and projections for the program year.
* Reviews and provides input on new business fee schedules to optimize revenue and ensure compliance to customer requirements.
* Manages scope and sizing on new client initiatives and delivers pricing to customer.

Workforce Success

* Provides mentoring to account management team and may assist with training of new team members that will bridge across Quality Management and Front-End Operations.
* Responsible for building team environment with internal co-workers and business partners. Manages conflict resolution to ensure successful outcomes
* Participates or leads departmental or cross functional teams for the purpose of developing new product/service offering or enhanced infrastructure capabilities

Supplementary Details

Minimum Requirements

* 1-2 years of experience in assertive client-facing account management

Preferred Skills

* Minimum 3-5 years of health care experience, preferably within medication adherence field and copay. Prior experience developing and managing adherence/relationship marketing solutions preferred.
* Collaborative, customer focused skills, with proven ability to proactively create new value for customers.
* Extensive experience managing key client relationships and strategic partnerships.
* Ability to develop trusting, long standing relationships with internal/external customers.
* Outstanding/strong communication skills; ability to connect to people at all levels.
* Strong understanding of data analytics, preferably within compliance/persistency fields.
* Process expert with proven expertise in developing and managing policies and procedures that deliver optimal value and efficiencies, while meeting all company/client requirements.
* Advanced presentation and delivery skills.
* Enthusiastic, self-starter with confident, high energy approach to business challenges.
* 3 + years formal project management.
* Experience in budget modeling, forecasting and profitability analysis.
* Outstanding problem resolution and negotiation skills.

Additional Knowledge & Skills

* Thorough knowledge of project management. Collaborative, customer-focused and able to create visible value.
* Education: 4-year degree in related field or equivalent experience.
* Physical Requirements: general office demands.

* Advanced knowledge of business rules, process flows, application processing.
* Extensive knowledge of our prescription processing system, how to query data to determine trends and extrapolate stories about the data as it relates back to the business rules.
* Ensure consistency across matrixed environments and quality measures are consistent.
* Validation of details across multiple systems and teams
* Ensure escalations are handled in a timely, accurate fashion and report to leadership if not going as planned.
* Works closely with the Quality Management team members, Strategic Account Manager assigned to supporting this program.
* Subject matter expert and owner of change management documentation for program changes, including leading Change Control Committee meetings as it relates to client/program changes.
* Accountable and available to the clients management team as a first-priority including time zone differences.

Career Level - IC - Professional - P2

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 McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!