This role offers location flexibility and is open to candidates across the United States.Candidates based in the Dallas-Fort Worth (DFW) area will be hired in a hybrid capacity and are expected to work onsite 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.About the Role: The Director, Health System Solution Enablement is a customer-facing individual contributor who manages assigned health system customer relationships and supports adoption, value realization, engagement, and ongoing utilization across the Health System Solutions portfolio. Using established customer success methodologies, tools, and playbooks, this role supports onboarding, adoption, optimization, and effective use of McKesson analytics, technology, and performance solutions.
The role executes established customer enablement programs, monitors utilization and engagement, and provides recommendations based on defined best practices. It collaborates with Product, Sales, Analytics, Technology, and Operations teams to address customer needs, share feedback, and contribute to continuous improvement efforts.
Working under limited supervision and within priorities established by leadership, this position manages assigned accounts, resolves customer concerns using established processes, and escalates highly complex or strategic matters to senior team members when appropriate.
What You'll Do: Customer Enablement & Value Realization- Support customer onboarding and adoption activities across assigned accounts using established methodologies and playbooks.
- Execute customer success plans aligned with defined business objectives, adoption goals, and value realization measures.
- Provide guidance to customer stakeholders on solution utilization, established best practices, and workflow optimization.
- Use established reporting and analytics tools to monitor utilization patterns and recommend actions to improve adoption and engagement.
- Support customers through change management and adoption activities associated with new product capabilities and enhancements.
Customer Engagement- Manage day-to-day relationships with customer stakeholders across assigned health system accounts.
- Participate in executive and operational business reviews, providing updates on solution performance, customer outcomes, and utilization trends.
- Identify opportunities to improve utilization of existing capabilities and recommend actions within defined program guidelines.
- Execute account engagement plans established in partnership with senior leaders and internal stakeholders.
- Serve as a point of contact for operational customer requests and inquiries, resolving issues through established processes and escalating highly complex concerns when appropriate.
Customer Education & Program Execution- Deliver established customer onboarding programs, training curricula, educational content, and adoption resources.
- Facilitate virtual and in-person training sessions, workshops, webinars, and customer learning activities.
- Apply standardized onboarding practices to support customer readiness and time-to-value.
- Partner with Product and Technology teams to execute customer readiness activities for solution releases and enhancements.
- Provide input to improve enablement materials and processes based on customer experience and program results.
Customer Insights & Voice of Customer- Monitor customer feedback, adoption trends, training outcomes, and engagement metrics using established tools and reporting processes.
- Summarize customer observations and provide input to Product, Commercial, and Leadership teams.
- Participate in product feedback discussions, customer advisory activities, and solution improvement initiatives.
- Identify recurring customer needs and workflow challenges and communicate them through established channels.
Cross-Functional Collaboration- Participate in cross-functional customer success initiatives involving Product, Technology, Analytics, Commercial, and Operations teams.
- Partner with internal stakeholders to address customer needs, improve customer experience, and support defined outcomes.
- Support product launches, customer communications, conference activities, and customer engagement programs.
- Contribute to consistent execution of established customer success and adoption objectives.
Key Performance Indicators (KPIs): Customer Adoption & Value Realization- Achievement of defined adoption and utilization goals across assigned accounts.
- Improvement in usage of key solution capabilities.
- Progress toward customer business outcomes and value realization goals.
- Improvement in low-utilization accounts through established engagement actions.
Customer Success & Engagement- Completion of assigned customer success planning and business review activities.
- Customer engagement within assigned accounts.
- Contribution to customer retention and renewal support activities.
- Timely response to and appropriate escalation of customer adoption barriers.
Enablement Effectiveness- Completion of onboarding and training activities.
- Training participation and satisfaction measures.
- Progress toward defined time-to-value targets for newly onboarded customers.
- Adoption following training and enablement activities.
Voice of Customer- Timely communication of customer feedback and operational improvement opportunities.
- Participation in customer advisory and feedback activities.
- Accurate documentation of enhancement requests through established channels.
- Identification and communication of recurring customer and market observations.
Basic Requirements: - Degree or equivalent and typically requires 4+ years of relevant experience.
- 4+ years of relevant experience in customer success, healthcare consulting, product enablement, business operations, analytics, account management, or a related healthcare technology field.
- Experience in health system pharmacy, specialty pharmacy, infusion services, healthcare technology, analytics, or performance improvement solutions.
- Experience supporting customer relationships and executing customer adoption or enablement activities.
- Experience applying established processes, tools, and best practices to support customer outcomes.
- Ability to collaborate with cross-functional teams and contribute to outcomes without direct authority.
- Experience participating in customer-facing meetings and delivering presentations to operational, clinical, or executive stakeholders.
- Analytical and problem-solving skills with the ability to interpret adoption metrics, customer feedback, and operational data and provide practical recommendations.
- Experience delivering customer education, training materials, or adoption support.
- Excellent written, verbal, and presentation skills with the ability to communicate complex concepts to diverse audiences.
- Ability to manage multiple customer priorities, projects, and timelines in a fast-paced environment.
- Proficiency with Microsoft Office Suite, customer relationship management platforms, business intelligence tools, and virtual collaboration technologies.
Preferred Skills/Experience: - Experience supporting enterprise software, SaaS, analytics, or healthcare technology implementations.
- Knowledge of healthcare operations, specialty pharmacy, infusion pharmacy, reimbursement, or drug utilization workflows.
- Experience participating in business reviews, customer advisory boards, or customer engagement programs.
- Experience using adoption, utilization, or satisfaction metrics to support customer success activities.
Physical Requirements: - Candidates within a 50-mile radius of Irving, TX will be required to be onsite 2 days per week.
- Up to 20% travel nationwide (1-2 times per month on average).
Why This Role Matters:As Health System Solutions expands its portfolio of analytics, technology, and performance solutions, consistent execution of customer onboarding, adoption, and enablement activities is important to customer value realization. This role helps assigned customers use available capabilities effectively, contributes customer feedback through established channels, and supports departmental customer success and operational objectives through reliable execution and cross-functional collaboration.
This position offers the possibility of a hybrid work arrangement based on recent updates to our in-office/work-from-home model. If located in DFW area, the selected candidate may be 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 according to 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, please click here.
Our Base Pay Range for this position$84,700 - $141,100
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