Customer Service Account Manager

RXinsider LTD.; Irving, Northern (TX, KY); Hybrid; USD 76,000 - 126,000; Full time

Job summary

McKesson, a Fortune 10 company, is seeking a Customer Success Account Manager (Individual Contributor) to build long-term relationships with Macro Helix customers and drive success in the 340B program.

You will coordinate with support on standard requests, handle high-priority issues, and guide clients toward revenue-protecting solutions. This hybrid role may require on-site days in the DFW area and remote work on other days.

Qualifications

• 4+ years in customer service or account management.
• Deep knowledge of 340B program.
• Experience in hospital or pharmaceutical industry.
• Process improvement experience.
• Strong customer-service mindset.

Responsibilities

• Act as customers’ primary point of contact on all needs related to the Macro Helix product portfolio, with a focus on the customer experience.
• Create long-term, strategic customer relationships with Assigned Accounts focusing on proactive, value creation.
• Respond promptly and accurately to incoming customer inquiries, escalating if needed to the appropriate resource(s).
• Fully understand and assess client reported issues to determine prioritization and work required to provide a solution.
• Understand drivers of success, constraints, & pain points that customers face with their 340B Program and articulate them to leadership to drive improvements in products and services.
• Apply superior product knowledge in answering questions on functionality and best practices
• Handle advanced/critical/sensitive issues that could result in a loss of revenue.
• Special projects – involves reaching out to customers to gain buy-in on suggested changes or recommendations, explain next steps and impact on system issues
• Translate conceptual ideas and complex client feedback into coherent and actionable requests
• Help expand the Customer Success team’s capabilities through process improvement and tools automation
• Serve as the voice of the customer in internal discussions to relay feedback on our products and services to our teams.

Skills

CRM experience

340B knowledge

Pharma/Hospital industry

Process improvement

Customer mindset

Education

Degree or equivalent

Tools

Pharmacy software

Wholesaler systems

Switch

Job description

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.

The Customer Success Account Manager (Individual Contributor) works to build long‑term relationships with a diverse group of Macro Helix’s customers. These clients hold a wide range of needs, from issue resolution that may be driving dissatisfaction to enhancing the compliance of their 340B program. The role will focus on more advanced, critical issues that directly affect revenue and coordinate with support agents on completion of standard requests. The overall goal is to ensure client retention and instill confidence in their 340B program. Tasks may involve project management, strategic planning, and product support.

Key Responsibilities

• Act as customers’ primary point of contact on all needs related to the Macro Helix product portfolio, with a focus on the customer experience.
• Create long‑term, strategic customer relationships with Assigned Accounts focusing on proactive, value creation.
• Respond promptly and accurately to incoming customer inquiries, escalating if needed to the appropriate resource(s).
• Fully understand and assess client reported issues to determine prioritization and work required to provide a solution.
• Understand drivers of success, constraints, & pain points that customers face with their 340B Program and articulate them to leadership to drive improvements in products and services.
• Apply superior product knowledge in answering questions on functionality and best practices
• Handle advanced/critical/sensitive issues that could result in a loss of revenue.
• Special projects – involves reaching out to customers to gain buy‑in on suggested changes or recommendations, explain next steps and impact on system issues
• Translate conceptual ideas and complex client feedback into coherent and actionable requests
• Help expand the Customer Success team’s capabilities through process improvement and tools automation
• Serve as the voice of the customer in internal discussions to relay feedback on our products and services to our teams.

Minimum Requirement

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

Critical Skills

• 4+ years of experience in a customer service role/account management.
• In-depth knowledge of 340B program.
• Experience in the Hospital or Pharmaceutical Industry.
• Process improvement experience.
• Strong Customer Service mindset.

Additional Knowledge & Skills

• Critical thinker, generally curious, problem solver .
• Passionate about guiding and instilling knowledge in others.
• Highly organized and able to effectively handle multiple tasks, details and demands simultaneously.
• Excellent interpersonal skills including active listening and customer advocacy.
• Able to manage time and workload independently without direct supervision.
• Working knowledge of tangential systems that work alongside Macro Helix software (e.g., pharmacy software, wholesaler ordering systems, switch, etc.).

This position offers the possibility of a hybrid work arrangement based on recent updates to our in‑office/work‑from‑home model. If located in DFW area, the selected candidate may be expected to work on‑site at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‑office days may be designated according to team needs and business priorities.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long‑term incentive opportunities may be offered. For more information regarding benefits at McKesson, please.

Our Base Pay Range for this position

$75,600 - $126,000

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!