Glide Customer Success Manager

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.

The Account Manager works in conjunction with the Sales Manager and the broader product team to implement the Glide Health product. This role serves as a key technical resource during implementation and is responsible for successful setup, testing, and custom programming before and during go-live.

The Account Manager plays a critical role in establishing client satisfaction and is responsible for installation, service, and repair of complex systems. This position also approves operational quality, instructs customers in system operation and maintenance, and serves as a liaison with customers on administrative and technical matters for assigned projects.

This role is also responsible for implementation, customer support, onboarding, adoption, training, accurate recordkeeping, trend analysis, and statistical reporting related to the Glide Health product.

Glide Health Implementation & Connectivity

• Perform and track customer implementations, complete customer onboarding to the Glide Health product, and maintain practice data connections.

• Communicate in a timely manner with internal and external customers to support on-time delivery. Analyze Glide Health data, manage MicroStrategy reports, and provide ongoing training.

• Coordinate the onboarding and termination of practices using Glide Health.

• Track, monitor, and reconnect practices that have lost data feeds.

• Implement and support applications and/or hardware for one or more products or functional areas.

• Consult with customers on implementation requirements.

• Work on projects involving network, server, or software implementation and upgrades.

• Provide implementation support, including installation, calibration, testing, troubleshooting, documentation, and training.

• Provide analytic support throughout the implementation process to ensure a successful link to business objectives and goals.

• Provide ongoing customer support.

Glide Health Training

• Assist with analytics and create assessments to support quarterly business reviews (QBRs).

• Deliver self-contained education products.

• Train practices on the Glide Health product.

• Support and maintain product go-lives.

Glide Health Customer Support

• Set up and assist in the ongoing maintenance of revenue cycle system configurations, including procedure codes, diagnosis codes, insurance and payor files, pricing plans, and fee schedules.

• Support customers in diagnosing, troubleshooting, and resolving product-related issues.

• Guide customers on product features, configuration, and implementation options.

• Gather information and report on design, reliability, maintenance issues, and bugs.

• Validate that revenue cycle products work as designed.

Glide Health Product Support

• Gather customer feedback, business requirements, business rules, functional requirements, workflows, dependencies, roles, and responsibilities.

• Update and manage Glide Health training materials.

General Abilities

• Independently identify and respond to changes in payer guidelines, including fee schedule acceptance, reimbursement trends, historical reports, and related data needs.

• Maintain strict confidentiality of patient and financial information and understand applicable laws and regulations related to assigned responsibilities.

• Undertake and lead special projects as requested by the manager.

Minimum Requirement

Degree or equivalent and typically requires 4+ years of relevant experience.

Education

Bachelor of Science degree or equivalent experience required.

Critical Skills

• 1-3 years of experience in IT project management, including at least 2 years in software implementation project management in a healthcare environment, with familiarity in claims and remit processing.

• Healthcare IT experience.

• Experience in software implementation project management, including conflict resolution, resource allocation, and prioritization.

• Demonstrated experience managing highly visible, strategic, and demanding customers with resilience.

• Demonstrated ability to manage multiple concurrent projects with significant visibility to client executive teams.

• Strong foundation in project management principles, processes, and methodology.

• Strong communication and presentation skills for both client-facing and internal interactions.

• Maintain strict confidentiality of patient and financial information and understand applicable laws and regulations related to assigned responsibilities.

Additional Knowledge & Skills

• Detail-oriented with the ability to multitask, collaborate effectively, stay customer-focused, and create visible product value.

• Ability to act as an interface between business users, technology teams, and support teams.

• Customer service and training experience.

• Proficiency in JIRA, Outlook, Excel, Word, and PowerPoint.

• Strong written and verbal communication skills.

• Preferred experience with practice management systems, managed care, or finance, billing, collections, and payor relations.

Environment: Traditional office environment.

Travel: Required travel up to 25%.

Physical Requirements: A large percentage of time performing computer-based work is required.

This role is a hybrid position. The selected candidate is expected to work on-site at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.

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, pleaseclick here.

Our Base Pay Range for this position

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McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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