[Hiring] Sr. Account Operations Manager @CoverMyMeds

Role Description

Reporting to the Sr. Manager, Account Operations, the Account Operations Manager is responsible for customer relationships, projects, and programs. Acting as the primary operations contact for a CoverMyMeds product portfolio supporting our pharmaceutical manufacturers' medication adherence strategies, this role is responsible for delivering an outstanding customer experience, program and contract accuracy, and cross-business unit collaboration and consistency. The Account Operations Manager will be assigned customers and/or programs within the top 25 of overall customers and programs of a complex nature.

• Serves as primary point of contact for day-to-day management of multiple, complex accounts in support of relevant strategies.
• Accountable for the successful management of all account contract deliverables within contract terms and review of account invoices against contractual obligations for accuracy and validation.
• Serves as initial point of contact for day-to-day program support and issues, researches and communicates corrective actions to resolve complex account problems directly, escalates concerns effectively when appropriate, and/or engages internal teams to assist as needed.
• Under limited direction, documents and maintains program plans, measures progress towards account goals and objectives, and manages risk/mitigation plans.
• Fosters a culture of continuous improvement and operational excellence by addressing areas for improvement and promoting best practices within the team to ensure a consistent, high quality and repeatable account experience.
• Utilizes data, working with data teams if appropriate, to evaluate trends/risks and make appropriate recommendations for accounts.
• In partnership with internal and external stakeholders, shares and applies broad industry knowledge and provides recommendations based on program goals.
• Fosters strong, collaborative working relationships across CMM and McKesson, works with internal teams to assist in meeting account requirements, and provides direction/coordinates activities among supporting teams as needed.

Qualifications

• 4-year degree in related field or equivalent experience.
• 4+ years of customer support/account management/account operations experience and prior healthcare experience.
• 3+ years of Healthcare, Pharmacy, Biopharma knowledge a plus.
• Proven skills in customer support/account management/account operations.
• History working successfully with large customers and cross functional teams.
• Experience managing customer relationships and strategic partnerships with the ability to develop trusting, long-standing relationships with internal/external customers.
• Demonstrated communication, presentation, and delivery skills with ability to connect to people at all levels.

Requirements

• Ability to manage multiple complex customer requirements.
• Excellent organizational and prioritization skills.
• Excellent and proven problem-solving skills.
• Collaborative, customer focused skills, with proven ability to proactively create new value for customers.
• Extensive experience managing client relationships.
• Ability to establish trust and credibility at all levels of the organization.
• Diplomacy, professionalism, tact and grace under pressure when working through challenging and/or urgent customer issues.
• Customer facing implementation or project management experience.
• Strong understanding of data analytics.
• Prior industry experience with healthcare.

Benefits

• Competitive compensation package.
• Annual bonus or long-term incentive opportunities may be offered.
• Pay range: $73,400 - $122,400.