lives of patients in virtually every aspect of healthcare. McKesson Imaging
& Workflow Solutions provides a range of information technology solutions
for hospitals and healthcare providers of all sizes and complexity. Our
solutions for enterprise imaging and diagnostic imaging (radiology, cardiology), and
workflow help customers improve collaboration and productivity, optimize
performance and quality, and coordinate care while helping to maximize the value
of their technology.
Every single McKesson employee contributes to our
mission—by joining McKesson Imaging & Workflow Solutions you act as a
catalyst in a chain of events that helps millions of people all over the globe.
Talented, compassionate people are the future of our company—and of healthcare.
You’ll collaborate on the products and solutions that 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.
We understand the importance of a system that works
together. Join our team of leaders to begin a rewarding career.
Current
Need
Customer Success Strategy (CSS) is a group in
Imaging & Workflow Solution (IWS), a division of McKesson Technology
services (MTS). The role of CSS is to leverage data analytics to protect and
delight the base. We’re looking for a driven, innovative Loyalty and Success
Manager who is interested in using his/her data-mining and analytical skills to
help us achieve our goal and help IWS make long lasting, positive changes in the
healthcare industry. The Sr. Manager of Loyalty and Success is also a driven and
innovative individual who is interested in using his/her creative and analytical
skills to help develop and implement new products or services. We are looking
for someone with a strong product management skill set who enjoys problem
solving.
Position
Description
The Loyalty and Success Manager owns the redesign and global
implementation of the IWS maintenance product, to include pricing, terms and
conditions, policies, customer / partner engagement, marketing and
communications plans to drive increased renewal and retention rates. They will
also be responsible for lifecycle and success programs for IWS customer
base.
The Manager will create and leverage actionable insights from
customers to develop and/or change programs/business initiatives that will
increase customer lifetime value – then measure and evaluate their
effectiveness. In addition, be responsible for driving strong collaboration with
senior stakeholders in Product Development, Product Marketing and IT to drive
product and IT roadmap to ensure continued focus on offerings that will enhance
customer loyalty and increase their success.
Serves as key contributor to the design, delivery and
communication of any offerings (Support, Services, GPS, and Product), making
IWS’s value visible to the customer.
You will partner across IWS to
proactively analyze and assess our engagement with customers, leveraging
insights gained to drive continuous improvement. In addition, develop a
go-to-market program and work closely with the team through execution and value
creation. The position will report to the
Director of CSS.
Responsibilities: * Analyze customer base and identify revenue generating
opportunities.
marketing and site personalization efforts to understand overall return on
investment.
strategies and database marketing programs to drive enhanced revenue from
existing customer base.
provide an understanding of our customer’s total cost of ownership (TCO) when it
comes to products and services offered by IWS.
case to implement improvement initiatives which will reduce total cost of
ownership for IWS customers.
the IWS Six Sigma and CSS team to get the TCO solutions implemented.
and metrics to understand overall customer success/repeat behavior across key
segments.
day-to-day implementation and analysis of the Rewards program:
Refine segments, promotions and campaigns based on evaluation
of campaign conversion, customer success, customer cross-sell, campaign dilution
and campaign ROI.
Create customer segments for deployment of Rewards
Coupons.
Build rewards coupons for deployment to segments (promotional
copy, rules and restrictions, legal review, customer service review,
etc.).
Develop and monitor success at program, customer segment, and
campaign level.
execution of all database marketing campaigns across multi-channel environment
(e.g., website, email, call center).
party data sources and recommend strategies to improve overall acquisition,
retention, and conversion activities.
competitive landscape, testing new approaches and adopting best-practice
strategies.
- Maintain the attrition and compression model. Track it on a
monthly basis for variances.
- Owns the development and implementation of the loyalty and
success programs.
- Analyze customer experience, conduct win-loss analysis, base
reporting, and churn triggers to develop and deliver programs to reduce churn
and improve loyalty targeting all segments.
- Partner effectively with key stakeholder groups across IWS
organization to accomplish goals.
- Collaborate with the overall CSS team, external partners, and
cross-functional internal teams to define and deliver
programs.
- Partner with Sales, Marketing, Support, Services and Product
Management to understand customer needs, wants and behaviors to create effective
programs/campaigns that drive customer growth, revenue, customer experience, and
loyalty.
- Participate in on-going program definition, measurement, and
improvement activities including offer optimization, program structure, and
maximizing financial contribution to the company.
- Collaborate with the direct sales channel to optimize offer
and campaign design.
external partners on strategy development. Qualifications Minimum Requirements
5+ years of market
research experience including 2+ years managerial experience
Critical
Skills Demonstrated project leadership in
cross-functional planning and execution. Passion for the customer experience balanced
with an understanding of the underlying economics of loyalty
programs. Strong critical thinking, analytical,
communication (written and verbal), and presentation skills. Excellent teamwork, leadership, organizational,
and time management skills. Strong interpersonal skills; demonstrated ability to interact effectively
with all levels of an organization.
Additional Knowledge & Skills 5+ y ears experience in Renewals, Product Management or Customer
Experience, within the software industry preferred. 5 years marketing experience
including experience with direct sales, channel marketing, or business marketing
program development and execution preferred. 5 years B2B marketing strategy and
program management / implementation experience including partnering with
advertising, sales, research, finance, and operations leadership
preferred. Proven results in driving revenue
growth and increased customer success preferred. Experience in driving initiatives
at all stages of the customer lifecycle (awareness – acquisition – engagement –
success – win back) preferred. Experience leading teams within a
global organization; demonstrated strength in managing and developing global
customer relationships preferred. Strong knowledge of web/digital
technologies and services preferred. Exceptional data evaluation skills
with the ability to interpret data from various sources and offer creative
marketing solutions preferred.
·
Education MBA preferred in Marketing, Business or related field or equivalent
experience
Physical Requirements
General Office
Demands
Benefits & Company Statement
McKesson believes
superior performance – individual and team – that helps us drive innovations and
solutions to promote better health should be recognized and rewarded. We provide
a competitive compensation program to attract, retain and motivate a
high-performance workforce, and it’s flexible enough to meet the different needs
of our diverse employee population.
We are in the business of better
health and we touch the lives of patients in virtually every aspect of
healthcare. We partner with payers, hospitals, physician offices, pharmacies,
pharmaceutical companies and others across the spectrum of care to build
healthier organizations that deliver better care to patients in every
setting.
But we can’t do it without you. Every single McKesson employee
contributes to our mission—whatever your title, whatever your role, you act as a
catalyst in a chain of events that helps millions of people all over the globe.
Talented, compassionate people are the future of our company—and of healthcare.
At McKesson, you’ll collaborate on the products and solutions that 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.
McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.
Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
Agency Statement
No agencies please.
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