Customer Success Manager/trainer

6 months ago

Edmonton, Canada McKesson Full time

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.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

**Section A - Specific Responsibilities**:

- Customer Experience_
- Adopt the customer - establish relationships, ensuring the customer is informed to have the most positive experience with our products and services.
- Interact with assigned customers and internal business units as necessary to facilitate prompt response to questions, enquiries, or issues to provide “best in class” service assisting them through change management.
- Conduct site visits and gather customer needs and conduct performance assessments to identify gaps providing recommendations for operational improvements related to the use of our products and services, coaching customers to become product experts and advocates for driving self-sufficiency.
- Troubleshoot and find resolution for product issues, ensuring accurate ticketing and forwarding to support teams.
- Remotely connect to stores to perform maintenance and problem diagnosis/resolution.
- Maintain visibility into customer issues working cross-functionally with teams to drive resolution.
- Identify and document trends; be the customer voice to ensure successful adoption of best practices.
- Learning_
- Assist in the development and maintenance of learning strategies of various program materials while maintaining brand standards.
- Evaluate the effectiveness of training programs and learning outcomes and implement recommendations for improvement.
- Ensure that the learning environment and available resources meet the needs of the learners.
- Deliver training programs to new and existing customers in various formats.
- Deliver and participate in seminars for new versions of the software and/or provincial differences.
- Utilize Adult Learning principles.
- Collaborate with our Technical Writer, Instructional Designer, Trainers, and Marketing team to develop communications and programs that benefit our customers and promote the usage of features in our products and services.
- Relationship Management & Retention_
- Participate in retention activities such as conducting interviews, providing additional training and participating in customer-facing meetings, trade shows and events.
- Collaborate with our network of partners to provide the best possible experience to our customers as they onboard and operationalize our products and services.
- Identify trends and root causes for win/loss situations with respect to retention.
- Establish and promote positive relationships while building customer advocates.
- Assist in the retention process by proactively identifying at-risk customers and implementing strategies to improve customer satisfaction and retention.
- Conduct regular check-ins with customers to ensure their ongoing success and satisfaction with our products and services.

**Section B - General Responsibilities**:

- Qualified to execute job/role accountabilities working independently.
- Ensure commitments to internal and external customers are met in a timely manner.
- Participate in meetings, conference calls, and off-site conferences (e.g. pharmacy trade shows) as required.
- Contribute to improving the PTS Net Promoter Score (NPS) through your interactions with customers.
- Demonstrate decision-making authority and autonomy needed to deliver on accountabilities.
- Build internal and external relationships with emphasis on those that facilitate the achievement of job/role accountabilities, such as relationships with customers and internal service providers.
- Manage multiple t

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