Sr. Strategic Account Lead

The Sr Strategic Account Lead, Client Services, is responsible for managing key client relationships, projects and programs. Acting as primary client contact for Adherence customers, they lead internal client support teams responsible for delivering adherence solutions which meet all MPRS requirements and goals, while exceeding customer expectations for operational excellence. In addition, they serve as the point person when issues or problems need management attention and resolution.

They must be able to work effectively with individuals in both business and technical roles. This person should have ability to manage customer's contractual obligations and navigate across the various functions of the business.

Key Responsibilities:

• Collaborates with peers across Commercial Services, Account Management, Implementations, Product, Finance, and others as needed to ensure successful implementation of solutions and client transition. Establishes strong client relationships and serves as primary point of contact for client requests. Responsible for ensuring clients SLAs and issue response times are met. Demonstrates a Win as One mindset by building collaborative relationships with teams across CMM.
• Follows best practices within account operations team to ensure consistent, high quality and repeatable customer experience, including customer engagement, program tracking and management, and contract management. Lead junior resources by example.
• Works with data teams to assess and optimize programs and solutions. Works with peers within Account Management to present findings and recommendations to customers. Ensures that recommendations are implemented correctly and monitored for success.
• Maintains a comprehensive inventory of CoverMyMeds, McKesson and integrated/partner solutions in use for each client.
• Utilizes knowledge of the client/business and healthcare and pharma manufacturer industries to maximize performance relative to client relationship, client satisfaction, desired survey results and client/company financial performance indicators
• Fosters a work environment that promotes inclusivity, teamwork, accountability, transparency, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training, and succession planning processes that encompass the company's diversity commitment and in compliance with the Company's Employee Relations philosophy, policies & legal requirements.

Critical Skills:

• Excellent and proven problem-solving skills
• Biopharma and Copay knowledge strongly preferred
• Ability to establish trust and credibility at all levels of the organization
• Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
• Ability to think outside the box and confidently express ideas; strong strategic and creative abilities
• Prior experience in account management/account management leadership a plus.
• Working knowledge of SFDC preferred
• Ability to track and prioritize multiple concurrent deliverables in a cross-functional team environment
• Strong project and process management skills a must
• Prior industry experience with healthcare, copay, drug distribution or other related industries a plus.

Minimum Job Qualifications:

Education/Training - Degree or equivalent experience.

Business Experience - 8+ years of customer support/account operations experience and/or copay experience.

Specialized Knowledge/Skills - Biopharma knowledge a plus. Proven skills in project management. History working with customers and cross functional teams.