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Account Director Job Summary:

Key Responsibilities:

CONTRACTUAL and FINANCIAL MANAGEMENT 

• Monitors program profitability against plan on a monthly basis and prepares analysis if established thresholds are not met. 
• Understands contractual obligations and negotiates incremental contractual arrangements after program go-live.  This will include involvement with legal and regulatory leaders to ensure appropriate contractual documents are executed. 
• Coordinates internal effort to produce sizing on new client initiatives and/or program expansions and delivers pricing to customer.  This will include ensuring updates are documented in contract(s) and/or assisting on technical requirements. 

CUSTOMER RELATIONSHIP MANAGEMENT 

• Responsible for overall customer satisfaction with Biopharma client.  Acts as primary point of contact for the client related to projects and project status information. 
• Manages client expectations regarding the delivery of services and program performance and regularly engages customers to gauge satisfaction 
• Provides customer with proactive, consultative services on process improvement opportunities, revenue generating activities and cost saving opportunities. 
• Responsible for written and verbal (non-sales and non-IT specific) communication to the client. 
• Prepares and delivers in collaboration with Quarterly/Monthly Business Reviews to the client on the state of their business and outlines opportunities for enhancement, growth, efficiency, etc.  Additionally, highlighting program details to keep the client apprised of all key operating aspects.  This may also include ad hoc client specific reporting and/or dashboards. 

PROJECT MANAGEMENT 

• Responsible for interfacing with sales and the customer to clearly define project scope.  Scope of work to be used for the development of a business requirement document. 
• Responsible for business requirement development, keeping updated, signature execution. 
• Manages strategies for sub-projects for the implementation of new products, services, client initiatives and change requests according to company/client standards. 
• Responsible for identifying project priorities with customers and communicating priorities to internal teams, including executive leadership. 

ACCOUNT MANAGEMENT 

• Maintains day-to-day customer satisfaction, typically for small to mid-size accounts, and may partner with more tenured peers to support larger accounts 
• Reviews all program documentation prior to production release including Business Requirement Document, Standard Operating Procedures, Work Instructions, System Requirement Documentation, and Training Materials. 
• Approves project scope, business rules, and overall project release. 
• Ensures client sign-off is obtained on business requirements (initial and ongoing change requests). 
• Monitors monthly performance against service level agreements and develops plan for corrective action if service levels are not met.  This may include working across all functional operational teams. 
• Serves as a point of contact for day-to-day program issues.  Involves appropriate team members as needed to resolve all issues within reasonable time frames and escalates issues to the team leader as necessary. 
• Interacts with all internal departments to assist as needed in providing business understanding.  This may include an occasional training exercise. 
• Creates the “data value story” to communicate the customer value proposition and empower decision-making/action. 
• Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer.  This should include rationale and analysis of the impact of the data to either financials, operations, patients and/or providers. 
• Serves as the point of contact for CoverMyMeds and vendors associated with the Client who interact with CoverMyMeds programs. Collabroates with Account Operations and functional partners to to ensure customers are receiving needed CMM services day-to-day support. 

WORKFORCE and ADMINISTRATIVE 

• Monitors all cross-functional teams tracking on customer projects.  This includes escalating to leadership when necessary to ensure timelines remain on track. 
• Provides status reports to ensure senior level management visibility. 
• Responsible for building a positive team environment with internal and external partners. 
• Manages conflict resolution to ensure successful/productive projects to program operational teams. 

Minimum Requirements 

Degree or equivalent and typically requires 4+ years of relevant experience (client-facing account management and project management) 

Qualifications/Critical Skills 

• 4+ years in business experience in Healthcare, Pharmaceutical, Program or Client Management, Finance, Operations and Distribution 
• Collaborative, customer focused, and able to create visible value to client and within the organization 
• Proven ability to handle multiple projects toward effective solutions and according to budget and timelines 
• Project management and organization skills 
• Understanding and experience with process documentation and improvement 
• Analytical ability to take an opportunity, notice trends, research and suggest solutions to the customer. 
• Proven ability to develop creative solutions to complex problems by applying industry and customer knowledge coupled with sound judgment 
• Experience with Microsoft Office Suite, including Visio, Outlook and Project 
• Intermediate skills in Microsoft Excel, and PowerPoint 

Additional Knowledge and Skills 

• Excellent verbal and written communication skills 
• Ability to develop strong team relationships and bring individuals together to focus on team goals 

Education 

• 4-year degree in related field or equivalent experience preferred 

Physical Requirements 

Working Conditions: 

• General professional office environment. 
• 10-15% travel may be required, dependent on client demands 

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. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations.  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 Total Target Cash (TTC) Pay Range for this position:

Total Target Cash (TTC) is defined as base pay plus target incentive.

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