Customer Success Manager

About McKesson Compile

Established in 1833, McKesson is a US Fortune 10 global leader in healthcare supply chain management solutions, retail pharmacy, healthcare technology, community oncology, and specialty care. We partner with life sciences companies, manufacturers, providers, pharmacies, governments, and other healthcare organizations to help provide the right medicines, medical products, and healthcare services to the right patients at the right time, safely and cost effectively.

Based in Bangalore India, McKesson Compile’s data is a comprehensive, full linked system of record for the US Healthcare market, with intelligence on 2M+ healthcare professionals (HCPs) and over 800K facilities. Compile’s data includes high capture medical and pharmacy claims, closed capture Medicare claims (100%), along with best-in-class provider affiliations and customer master.

At McKesson we deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives.

Position Overview 
As a Manager in the Customer Success team at McKesson Compile, the individual will lead strategic client engagements, ensure successful onboarding and adoption of our data solutions, and drive measurable outcomes for our healthcare and life sciences clients. The individual will collaborate closely with cross-functional teams including Product, Engineering, and Data Operations to deliver exceptional service and value. The individual will be responsible for ensuring that our partners receive the highest level of service and support. This role requires a strategic thinker with a strong background in healthcare data, project management, and customer service.

Key Responsibilities 

• Collaborate with strategy, business development, and RWD Analytics teams to support other McKesson business units optimizing and improving their businesses 
• Serve as the key point of contact for customers, building strong relationships and ensuring their needs are met 
• Lead end to end customer lifecycle engagements, ensuring smooth onboarding, training, and ongoing support for clients.
• Translate customer feedback into actionable insights for product and engineering teams.
• Track and report on customer health metrics, usage trends, and renewal risks.
• Drive continuous improvement in CS processes and documentation.
• Ensure strong written and oral communication, particularly in explaining technical concepts to non-technical users
• Manage and mentor a small team (Senior Associate and Associate), fostering a high-performance culture.
• Establish and maintain clear goals and performance metrics for the team, regularly reviewing progress and adjusting as needed
• With a lens on customer experience, look to improve & innovate across the functions and processes
• Collaboration and meetings across U.S. and India time zone, typically working overlap during the US mornings.  

Qualifications:  

Minimum Requirements:

• 5+ years of experience in Customer Success, Account Management, or related roles in healthcare, pharma, or data analytics.
• Strong communication and stakeholder management skills.
• Hands on Experience working with healthcare data (claims, provider, patient-level data).
• Excellent written and oral communication skills, with the ability to explain technical concepts to non-technical users 
• Demonstrated ability to manage complex projects and deliver results on time and within budget 
• In-depth knowledge of healthcare data and analytics, with experience using data to solve business problems. 

Critical Skills 

• Ability to query data with SQL and apply it to common life sciences applications and use cases 
• Ability to build customer presentation decks that translate the data visually aligned to the customer/project request 
• Deep attention to detail, adherence to process and organization 
• Deep working knowledge of commercial Life Sciences data products (claims, EHR, provider reference data, HCP affiliations, HCO hierarchy, etc.) 
• Deep working knowledge of biopharma commercial and RWE use cases and how commercial Life Sciences data is best applied 
• Willingness and enthusiasm to collaborate and unify teams and work streams between India and the US 

Technical Skills: 

• Proficiency and expertise in the below tools are key to succeed in this role: 
  • Customer management and project management software and tools (e.g., Hub Spot, Microsoft Project, JIRA, Confluence, etc.). 
  • SQL, python, and familiarity and proven experience in data analytics and analysis 
  • Microsoft Suite: Power point, Excel, Outlook 
  • Insight and experience in data transferring through Snowflake, Data Bricks, and other modalities 
  • Familiarity with regulatory requirements related to healthcare data (e.g., HIPAA)