A night shot of Walgreens near the historic Chicago Theater.

Manager – B2B Customer Success

Address: 108 WILMOT ROAD,DEERFIELD,IL,60015-05108-00001-Y

Job ID 1639886BR

Apply

Job Summary

The Manager of B2B Customer Success plays a critical role in ensuring our Business to Business (B2B) clients receive the highest level of service and support while focusing on patient experience. This individual manages a team of client-facing B2B Customer Success professionals, develops strategies to enhance customer satisfaction, drive initiatives that promote customer loyalty and retention, and ensures value realization for our clients and for Walgreens. The Manager of B2B Customer Success works closely with external clients and internal cross-functional teams (e.g. Sales, Pharmacy Operations, Contracting, Marketing, Accounting, Information Technology, Finance, Service Delivery, Strategy, Compliance, Privacy and Legal) for seamless integration of customer feedback into our products and services. This role is responsible for leading activities as determined by the Director of B2B Customer Success that are associated with account operations, client services, activation and maintenance of relationships for B2B programs (retail pharmacy, mail service, specialty pharmacy, clinical and non-clinical B2B services, etc.) and is responsible for analyzing B2B client data and performance to identify themes or opportunities for improvement and developing recommendations. This manager is also responsible for developing B2B Customer Success team members to contribute to the overall success of the B2B Growth organization.

Job Responsibilities

Partners with the management team to identify, develop, and implement appropriate approaches, processes, and tools that elevate the analytics group.
Monitors the contract terms and commitments to assure all deliverables are adhered to and take proactive measures before key milestones are missed. Monitors the implementation process for all third party programs, while balancing client needs and company objectives to ensure a successful/positive implementation for both parties. Ensures maximum gross sales and profit by working closely with Contracting Directors/Managers through the ongoing review and confirmation of any non-standard third party plan setup requests. Works with corporate and field on any reimbursement issues, and brings exceptions or non-standard requests to the attention of senior management where appropriate. Maintains communication regarding third party participation, contract compliance, and any other operational issues or opportunities.
Manages the tracking, approval, administration, and post-implementation process of all Managed Care contracts throughout the contract life cycle.
Works with Contracting Directors/Managers to review Third Party Managed Care Contracts to ensure operational requirements can be met and implemented.
Monitors the technical links between the Third Party Provider and data tracking systems to assure reported issues are properly captured, reported, prioritized and managed to closure.
Oversees a Third Party Governance Process including periodic status calls, quarterly performance reviews, annual business planning, change order reviews and Third Party budgets/ costs. Conducts periodic meetings/ calls with internal departments to address administration issues, and coordinates resolution with the Service Provider as required.
Trains and provides ongoing education to personnel, customers, contractors, etc. on processes and procedures to address Payor related issues, updates, and opportunities. Works with appropriate internal and external parties to load and update new/existing location, market, and provider information.
Manages and audits the loading and updates of pricing and reimbursement terms to ensure contract compliance and appropriate profit and reimbursement.
Creates and oversees the training schedule of new employees as well as participate in a significant amount of training for new and existing employees. Provides analytical guidance, mentoring, and coaching to the team and peers.

About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com

Basic Qualifications

Bachelor's degree and at least 2 years of experience in healthcare industry OR High School Diploma / GED and at least 4 years of experience in healthcare industry.
At least two (2) years’ experience in performing a combination of analysis, administration, or operations in the healthcare industry.
Experience collaborating with internal and resources to develop strategies that meet department goals within budget and established timelines.
Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
Advanced level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
Intermediate level skill in Microsoft Word (for example: creating and modifying text styles, numbering and sorting lists, working with sections and columns, formatting tables, and using templates and using diagrams and drawing tools)
Intermediate level skill in Microsoft PowerPoint (for example: creating presentations, adding and removing slides, entering and formatting text, applying design templates, modifying masters, inserting graphics and objects, creating handouts).
At least 1 year of project management
At least 1 year of direct leadership, indirect leadership and/or cross-functional team leadership.
Willing to travel up to/at least 15% of the time for business purposes (within state and out of state).

Preferred Qualifications

MBA or Master’s Degree in related field
At least five (5) years’ experience implementing contracted B2B programs in the healthcare industry.
At least five (5) years’ pharmacy, healthcare, or clinical operational experience and related systems/processes.
At least five (5) years’ experience in B2B customer success or account management.
At least one (1) year experience managing direct reports.

We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $102800 - $164400 / Salaried

Apply