Robert Young Email & Phone Number

New York, NY, US

San Francisco, California, US

• Grow and lead a new team performing technology implementations and ongoing customer success management for pharmacy technology with Enterprise Accounts at a startup company. Work directly with Life Sciences, Payor, and.
• Define and implement customer classification and corresponding support programs for different tiers of customers, including designing standardized tools and processes for providing required insights to manage the.
• Develop and manage the customer feedback loop for NPS.
• Create requirement & request tracking and prioritization system for managing Voice of the Customer input.
• Create account improvement programs for growing revenue.

Boston, MA, US

Member of global community of Advisors who work with and support Bain and their clients, adding value through insights, expertise and connections.

Boston, MA, US

• Created a new division as a start-up organization within McKesson, transforming legacy applications and processes to a highly scaled organization to support dynamic growth. Led a 100-person department of Customer.
• Oversaw over 100 unique accounts and 35k application users, supporting over 1.5M patients.
• Reorganized teams to reduce implementation timelines/costs by over 30% and lower ongoing support effort.
• Migrated 20k users from legacy to current application, standardizing account relationships, application use, and data management and reducing engineering and support costs by over 30%.
• Developed “Voice of the Customer” program, redesigning process for identifying and managing application feature and functionality enhancements, eliminating duplicate and inaccurate data, consolidating 75% of the open.
• Developed a customer database with hundreds of data points, leveraging cost-effective, user-friendly, and scalable technology. The data fuels 100+ dashboards and dozens of reports, resulting in a 30% reduction in.

• Managed a 40-person department of teams of Software Engineers, Business Intelligence Developers, Program & Project Managers, Business Analysts and Architects responsible for supporting major health network customers in.
• Customer Success lead for major hospital systems to better understand their business needs and ensure that the software and applications are properly supporting them. Worked to understand needs, provide solutions and.
• Managed project prioritization and team resources from project initiation to final completion and delivery.
• Delivered solutions using Agile based methodologies for customer facing, big-data systems and integrated the provider-based platform with other Watson Health offerings & applications.
• Supported RFI/RFP generation and sales process for new offerings and implementations.
• Integrated Engineering and Product teams with customers, improving market needs and insights and furthering internal understanding of how the applications were used in the field.

• Led customer team facilitating use case and requirement definition and product development, worked directly with existing and potential customers to identify business needs and support requests and prioritization.
• Define working blueprint for technology delivery supporting Life Sciences, provider, and payer organizations.
• Customer success requirement intake, translation & support for Pop Health data sets and analysis.
• Supported integration, communication and required deliverables between new divisions established as Watson Health.

Dublin 2, IE

• Life Sciences Supply Chain Practice; North American Pharmaceutical Track & Trace Lead. Developed RFIs and RFPs for management and consultation services for US and international Life Sciences and biotech companies..
• Developed and provided consultative strategies, service functionality, and technology capabilities to enhance/improve pharmaceutical supply chains and technology departments.
• Designed and implemented serialization and track & trace solutions for global Life Sciences clients to integrate supply chain operations with product security for highly efficient and secure supply chains.
• Supply chain strategy, transformation and modernization consulting for workflow design, system implementations, best practices, partner data exchange, and technology blueprints.
• Developed and presented workshops, design sessions, and testing and review presentations.
• International assignment experience.

Tel-Aviv, IL

• Directed and managed internal business analysts, developers, and third-party vendors/consultants for supporting business activities for Life Science supply chain operations for the largest pharma company in the world..
• Managed team of 10 people responsible for supporting manufacturing & distribution activities for North American supply chain operations.
• Implemented new processes and automation for pick/pack/ship operations in distribution centers to support a 30% increase in volume, using the same footprint and staffing level.
• Supported operational analysis to identify areas for improvement and efficiencies.
• Spearheaded the design, build and implementation of a $50 million, international project for a regulatory prescription drug pedigree / EPCIS Track and Trace system, designed to improve drug safety and security.
• Created and went live with first system in industry to electronically exchange manufacturing, distribution and ownership change information of individual pharmaceutical products from manufacturer through distributors.

Served as a key member of a team that redesigned and managed supply chain and technology systems and workflow processes for company. Managed B2B data exchange with nationwide, retail trading-partners.

• Designed workflows and implemented supply chain automation and technology. Design of scalable processes and training to support rapidly growing business. Managed the supply chain systems and integrations for retail and.
• Managed applications and performed data analysis over processes and operations to identify improvements and efficiencies.
• Supported user adoption of updated/upgraded systems and features.
• Developed and implemented training programs and materials to drive education and best-practices application use.
• Created integration specifications and worked with Engineers to test and release functionality.
• Integrated logistic and freight carriers into applications.

Atlanta, GA, US

• Implemented and supported Warehouse Management Systems, including workflow design, application installation and configuration, user training and go-live support. Provided input and direction to programmers in the.
• Designed and implemented new technology-based capabilities and workflows to support fast-growing companies transition from manual/inefficient processes into scalable, high-tech operations.

Coached a team for a second-year program and ended up having athletes compete in the state championship. Extremely proud of what that team was able to accomplish with proper motivation, training, coaching, and support.

Bachelor Of Science - Bs, Engineering And Management

Master Of Business Administration - Mba, Business Administration And Management, General