Lead Account Manager, Support Solutions

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.

This role is a hybrid position. The selected candidate is expected to work on-site at our Las Colinas (Irving, TX) office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.

About the Role:

Join McKesson as a Lead Account Manager and become a pivotal leader in managing and enhancing relationships with our key customers within the Community Pharmacy & Health (CPH) Segment. This role will translate Customer Agreements into actionable results, foster strong relationships with both internal and external stakeholders, and lead projects that drive significant outcomes. As Lead Account Manager, you will be at the forefront, collaborating with senior management, various departments, and our dynamic Sales teams to ensure the best possible customer experience. Moreover, you will frequently contribute to the development of new strategies and processes to push the boundaries of what is possible in customer management and engagement. Finally, you will receive opportunities to lead critical programs that support our segment strategy(s) that will deliver meaningful results for the business.

What You'll Do:

Customer Engagement & Management

• Champion customer-focused service by delivering unparalleled support and value to McKesson’s strategic partners.
• Serve as the primary liaison for resolving customer concerns, working cross-departmentally with operations, credit, finance, pricing, and more to enhance business results and customer satisfaction while identifying new opportunities.

• Organize and lead regular customer meetings, ensuring outstanding issues are resolved and updates are communicated promptly and consistently.
• Monitor customer commitments and provide clear reports on their status regarding supply agreements, including volume, mix, and rebate requirements.

• Document, review, and resolve customer issues with precision and care.
• Reduce operating costs by improving internal processes and promoting the adoption of McKesson’s self-help tools, all while understanding the unique needs of each customer.
• Lead data-driven conversations with customers and internal partners to enhance their experience and ensure agreement adherence.

Deal Execution & Analysis

• Take charge of understanding Customer Agreements, Commitments, ensuring seamless implementation and compliance through multiple standardized audits. Proactively resolve audit issues and maintain a low out of compliance score
• Collaborate with the sales team and internal teams to fulfill and exceed customer commitments, fostering long-term satisfaction and engagement.
• Lead the preparation of insightful Quarterly and Yearly business reviews in collaboration with sales and marketing.
• Direct the implementation and communication of all McKesson products and services.
• Stay well-informed and lead the learning about all technical applications, products, programs, and services available to customers.

Internal & External Relationships

• Cultivate and maintain strong relationships with customers, connecting with key business executives and stakeholders.
• Effectively influence and gain acceptance in sensitive situations.
• Navigate challenging conversations with empathy and a collaborative spirit.
• Represent McKesson by consistently demonstrating the following values:

• I2CARE – Integrity, Inclusion, Customer-First, Accountability, Respect, Excellence
• LEADRX – Create Our Future, Make Bold Moves, Move at the Pace of Possibility, Deliver Results that Matter, Build Teams of Tomorrow and Lead with Purpose and Humility

Innovation & Development

• Frequently think with an AIM28 mindset that frequently looks for ways to develop new strategies and processes, enhance our approach to customer engagement.
• Develop resolutions to complex issues by using creativity and automation
• Anticipate change and direct or redirect efforts to align with evolving business needs.
• Complete tasks without considerable direction and seek to resolve reoccurring challenges

Basic Requirements:

• Degree or equivalent and typically requires 4+ years of relevant experience.
• 4+ years in account management, sales, support, operations, or administration (pharmaceutical industry experience preferred).

Preferred Skills/Experience:

• A passion for customer-facing interactions, building, and maintaining positive relationships across diverse groups.

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