Note: The job is a remote job and is open to candidates in USA. Cencora is hiring a Product Implementation & Customer Success Manager to lead customer onboarding, product implementation, and adoption initiatives. The role partners with customers and cross-functional teams to improve customer experience, retention, and value realization from implementation through ongoing success.
Responsibilities
- Lead customer onboarding and product implementation projects, ensuring successful and timely deployment
- Develop and execute customer success plans focused on adoption, engagement, retention and value realization
- Partner with customers to define business objectives, success criteria and implementation requirements
- Act as the primary point of contact during implementation and post-launch phases
- Collaborate with Product, Sales, Technical and Support teams to resolve issues and improve customer outcomes
- Monitor customer health metrics, adoption trends and satisfaction levels, proactively identifying risks and growth opportunities
- Drive continuous improvement initiatives to enhance customer experience, implementation processes and operational efficiency
- Provide coaching, guidance and support to team members while fostering a customer-centric culture
Skills
- Experience in Customer Success, Product Implementation, Project Management, Consulting or Account Management
- Proven track record managing customer onboarding and adoption programs
- Experience working with cross-functional teams and multiple stakeholders
- Strong customer relationship and stakeholder management skills
- Project management and organizational capabilities
- Analytical mindset with the ability to turn data into actionable insights
- Excellent communication and presentation skills
- Problem-solving and continuous improvement orientation
- Ability to manage multiple priorities in a fast-paced environment
- Bachelor's degree in Business, Marketing, Technology or a related field
- Experience with CRM and Customer Success platforms
- Project Management certification is a plus
Benefits
- Remote work in Wisconsin
- Medical, dental, and vision care
- A comprehensive suite of benefits focused on physical, emotional, financial, and social wellness
- Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave
- A variety of training programs
- Professional development resources
- Opportunities to participate in mentorship programs, employee resource groups, and volunteer activities
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