Customer Success Manager, RetinaOS

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.

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The Customer Success Manager (CSM) is responsible for managing the technical aspects of McKesson’s relationship with its clients. The role involves onboarding, training, account management, and proactive support for McKesson’s RetinaOS Inventory Management System. The CSM works with clients to drive adoption and optimize user experience. This individual will focus on client satisfaction and retention through utilization optimization and ongoing education.

Key Responsibilities

• Develop strong relationships with members and have a deep understanding of their business’s needs, challenges, and goals for our technology.

• Support new client implementations of RetinaOS, including requirements gathering, user training, initial inventory loads, go-lives, and post-implementation support.

• Collaborate with technical teams to ensure smooth and timely integration of technology to achieve Go Live target date.

• Employ decision-making to develop and communicate solutions without predetermined guidelines. Offer guidance related to hardware options best suited for practice needs and facilitating those requirements to appropriate vendor. 

• Capture and share best practices for use of technology from clients

• Proactively follow up with clients to ensure a positive experience post onboarding.

• Confirm adoption of RetinaOS, ensure alignment around goals and milestones, reset expectations where there is any confusion, and align with the client on their success plan to ensure adoption and maximize use of technology

• Train new and existing clients on RetinaOS to ensure clients are getting the most value possible out of the technology.

• Demo new features to existing clients to ensure their awareness and use of the full platform.

• Analyze usage data to identify proactive opportunities to drive the adoption of technology and features.

• Maintain accurate and up-to-date records of member interactions and technical issues in CRM and ticketing systems, such as ZenDesk, HubSpot, and SalesForce.

• Utilize internal software platforms and resources to gather, analyze and produce reportable metrics to clients recognizing ROI of technology.

• Perform other related duties as assigned.

Minimum Requirement

Degree or equivalent and typically requires 2+ years of relevant experience.

Education

Bachelor’s degree is preferred and/or equivalent combination of course work, certification and/or experience in healthcare.

Critical Skills

• Excellent communication and interpersonal skills with the ability to build strong relationships with clients and internal teams.

• General knowledge of healthcare is preferred and willingness to develop business acumen related to ophthalmology space, including knowledge of EMR and Practice Management systems.

• Ability to use discretion and independent judgement while dealing with ambiguous information.

• Strong phone/video/in-person presence.

• Proven ability to manage multiple clients and projects simultaneously and communicate progress in an organized fashion.

• Ability to effectively present information and respond to questions from healthcare clinics.

• Skilled in problem solving, performing basic analysis and thinking creatively to find solutions to technical problems.

• Travel up to 15% annually and occasionally work outside of standard hours to support clinic schedules and conferences.

Work Environment / Physical Requirements

• This position works remotely from home and requires prolonged sitting in front of a computer.

• This role will require travel up to 15%.

• Ability to lift up to 25 pounds occasionally.

Must be authorized to work in the US.  Sponsorship is not available for this position.

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 click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

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

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