Customer Success Manager

We are looking for an experienced and proactive Customer Relationship Manager to join our team.

The ideal candidate will excel at building and maintaining strong relationships with our customers, tracking multiple issues at once, and ensuring high levels of customer satisfaction. This role will serve as the connection point between customers and various McKesson teams involved in the Virtual Resale and Return product.

This role will be instrumental in customer implementation process and triaging customer questions - ensuring follow up with appropriate teams and resolution on items within their knowledge base. This role involves understanding customer needs/questions and working with teams across McKesson to drive to resolution and answers. This role will also collaborate and partner with internal stakeholders, such as Field Sales and IT operations, to understand and assist in resolving issues that arise.

Key Responsibilities

• Manage the customer implementation process and provide customer support

• Engage in process development and documentation initiatives to create the framework for a well-run support team.

• Understand the technical solution from a business support perspective to be able to help pinpoint issues/questions and, as appropriate, contributing to FAQ files for support teams.

• Act as the primary point of contact for stakeholders & customers, addressing basic inquiries, following questions through to resolution with appropriate teams, and providing exceptional service.

• Collaborate with internal cross functional teams to ensure timely and successful delivery of our solutions according to customer needs and objectives.

• Initiate and track the initiation of services to new customers

• Address, and monitor customer feedback to identify opportunities for improvement and growth.

• Engage in strategies for customer retention, expansion, and satisfaction.

• Prepare and present reports on account status, customer feedback, and market trends to senior management.

• Stay informed about industry trends, competitive landscape, and market developments to better serve our customers.

Minimum Requirement

Degree or equivalent and typically requires 4+ years of relevant experience.

Education

Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Master's degree is a plus.

Critical Skills

• 4+ years' experience in customer/multiple stakeholder facing role with experience working in a collaborative environment.
• Proven experience as a Customer Relationship Manager or in a similar customer-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving skills and the ability to manage complex customer relationships.
• Proficient with Microsoft tools and comfortable learning/utilizing new technology (eg: Power BI dashboard)
• Experience in the healthcare industry is preferred but not required.
• Ability to manage multiple accounts and projects simultaneously in a fast-paced environment.

Physical requirements:

General Office Demands

Candidates must be authorized to work in USA. Sponsorship is not available for this role.