ROLE DESCRIPTION

Guides and directs the development and implementation and program activities for enterprise wide solutions in the Customer Success organization. Executes against the overall strategy provided by the Solution Director and McKesson Executives.  Coordinates activities across multiple business units for services related to software installations.  Establishes and maintains customer relationship at the executive level to ensure alignment of program with customer’s business goals. Develops and maintains the program from a financial, project management and administrative perspective. Ensures that business needs of the customer and McKesson are balanced.

RESPONSIBILITIES & EXPECTATIONS

• Coordinate/oversee the efforts of the project teams
  • Provide high-level direction
  • Manage integration points or the integration of project teams and deliverables
  • Delineate responsibility for key shared areas of expertise
  • Resolve conflict over policy or objectives
  • Hold (bi-) weekly all project meeting with project managers to discuss program progress, issues, risks, etc.
• Support/assist with resource scheduling and staffing
• Provide program management reporting & control
  • Track overall program progress towards milestones
  • Track budget vs. actual hours, revenue, expenses and margin for the overall program
  • Research/approve project scope changes (manages to charter)
  • Manage and track program-level issues/risks
  • Maintained program issues list/risks
  • Produce monthly program status reports
  • Prepare and deliver program communications; prepare program presentations
• Work in conjunction with the Solution Director to support the program and the customer (exec team included).
• Coordinate the needs of the project sponsors and Solution Director
• Serve as liaison between customer organization and McKesson for the project/program
  • Serve as a single point of McKesson contact for the customer for active projects/programs
  • Facilitate the interaction between the customer project manager and team, and McKesson project managers and team
  • Deal with important groups of stakeholders, subcontractors, customers, and customer organizations as assigned
• Produce deliverable templates to standardize deliverables across the teams
• Manage the adherence to methodology and quality of deliverables and assured program standards are met
• Accountable for maintaining quality of the overall project/program to include: deliverables, meetings structure, project management tools (issues lists, risk identification, status reports, customer communications, etc)
• Coordinate/facilitate McKesson workspace and equipment needs at the customer site
• Directs the development and implementation of overall strategies and implementation of enterprise-wide practice solutions based on the customer’s business goals, objectives, needs and general business environment 
• Develops and maintain positive customer relationships throughout appropriate levels of the organization
• Prepares and delivers Executive Account Reviews
• Complies with Business Unit administrative procedures
• Identifies customer needs and opportunities and  engages Solution Team resources to meet those needs
• Collaborates with the customer and internal McKesson resources and leads the development of the statement of work to ensure that the proposed services align with business objectives.
• Identifies and helps drive new business opportunities
• Understands and supports proposal process and manages issues accordingly
• Reviews and approves completed proposals for technical integrity prior to presentation to the customer.
• Leads the transition from sales activity to program delivery
• Works with service delivery teams to properly slot customer-specific timelines
• Identifies and secures key resources
• Keeps Customer Success at centre of all actions and monitors and measures outcomes towards this goal
• Assumes the ‘single point of contact’ for all program related Services actively engaged in implementation at customer site.
• Uses project management tools and methodologies to manage projects and monitor and report the status. 
• Manages the scope of the project, including the issues, risks, human resources  and financial impact
• Maintains a high level understanding of the financial portions of the contracted program.  This includes familiarity with the service contracting spreadsheet, and the effect that program delays may have on billing and revenue recognition.

·          Manages contract closure to include closure of WBS elements, resolution of open issues, and contract amendments, if applicable.