Customer Success Manager/Trainer - Edmonton, Canada - McKesson Europe

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.

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.
• Relying on your knowledge of pharmacy practice, participate in evaluations on the effectiveness of training programs and learning outcomes and apply recommendations for improvement.
• 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 tasks in a rapidly changing, deadline-oriented environment.
• Attend daily team stand ups and other team meetings where required.
• Maintain up to date knowledge of pharmacy and retail industry.
• Perform other duties as assigned to support McKesson Canada.

Section C - Position Requirements

• Minimum 3 years of experience in a retail or long-term care pharmacy environment, utilizing pharmacy and/or POS software. Propel Rx experience is required.
• Experience in the training and technical documentation field.
• Registered pharmacy technician or pharmacy assistant experience required.
• Degree, diploma, or certificate in Pharmacy Technician or Computer Technology preferred.
• Experience in adult learning principles or a training field is an asset, or relevant business experience is an asset.
• Familiarity with web-based, computer-based, and multimedia training techniques is an asset.
• Excellent oral and written English communication skills; French is an asset.
• Strong organizational, time management, and analytical skills.
• Ability to work independently and within a team environment.
• Effective interpersonal and communication skills (written and verbal) with both technical and non-technical audiences.
• Flexibility and adaptability to changing business needs and processes.
• Demonstrated professionalism, patience, and self-control in handling upset customers.
• Superior organizational, time management, and analytical skills.
• Customer-focused attitude is essential.
• Ability to understand complex software solutions and simplify them for customers.
• Ability to remain flexible in a constantly changing environment, working on projects with shifting scope and schedules.
• Proficiency in Microsoft Office 365 suite of tools.
• Experience with rapid development tools (e.g., Jira, Confluence, Salesforce) is an asset.
• Flexibility to work overtime, weekends, evenings, and travel as required. Travel across Canada is necessary, but is mostly concentrated in the Western Canada region.
• Possession of a valid provincial driver's license is required.

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At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Current employees must apply through internal career site.