Sr. Account Operations Manager

Account Operations Manager

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 Cover My Meds  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.

The Account Operations Manager must be able to work effectively with individuals in both business and technical roles and should have the ability to manage contractual obligations of customers and navigate across the various functions of the business.

• 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

• 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

• 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