Customer Success and Operations Manager- Comparator Sourcing and PLSD

Summary:

The Customer Success and Operations Manager is responsible for delivering an exceptional internal and external experience for Cencora's customers, specifically our global clinical trial supplies solution (Comparator and PLSD). This individual will act as an operational point-of-contact, advocate, problem solver, strategic account owner, and trusted advisor, ensuring that the voice of the customer is heard and effectively integrated across all supporting teams. Reporting to the Sr Director, Implementation and Customer Success, this role will work across the matrix to define core processes and touchpoints throughout the customer journey, establishing key performance indicators (KPIs) to measure the health and success of Cencora customers. A successful Customer Success and Operations Manager will maintain a relentless focus on delighting customers and enhancing the overall customer experience. As a key member of the Global Products and Solutions team, the Customer Success and Operations Manager will work collaboratively with the product team to drive continuous improvement initiatives with the goal of innovating and enhancing the services provided to meet customer and business needs.

Primary Duties and Responsibilities:

• Serve as the primary operational point-of-contact for customer escalations, ensuring that their needs and concerns are not only understood but prioritized and addressed promptly, fostering a culture of customer-centricity

• Establish and maintain a robust feedback loop across the matrix to capture the voice of the customer, ensuring that insights are effectively communicated to the product team and integrated into operational enhancements, thereby aligning services with customer expectations

• Act as a dedicated strategic account owner, cultivating strong relationships with assigned customers to ensure their satisfaction and loyalty with Cencora's services, while proactively identifying opportunities for growth and value addition

• Define and track key performance indicators (KPIs) that measure customer health and satisfaction, providing actionable insights to enhance the overall success of customers utilizing the Comparator and PLSD solutions globally

• Collaborate extensively with global internal teams, including product development, operations, sales, and marketing, to create a unified and effective approach to customer success that enhances service delivery and customer satisfaction

• Define and optimize core processes and touchpoints throughout the customer journey, ensuring they are streamlined to enhance operational efficiency and deliver an exceptional customer experience

• Proactively analyze service trends to identify potential issues early, acting as an escalation point when necessary, and develop customized action plans that not only address immediate concerns but also enhance long-term customer retention

• Lead initiatives focused on the continuous enhancement of service offerings, collaborating closely with the product team to innovate solutions that improve the customer experience and align with evolving customer needs

• Analyze customer data and metrics to uncover trends and identify opportunities for improvement, ensuring that insights drive actionable strategies for expanding and deepening customer relationships

• Conduct regular status calls and business reviews with customers to reinforce relationships, review performance metrics, and explore new opportunities for collaboration and growth, ensuring that customers feel valued and heard

• Work hand-in-hand with the implementation team to guarantee a successful onboarding experience for new customers, facilitating a smooth transition from contract signing to solution go-live, and setting the stage for long-term success

• Prepare comprehensive reports and presentations that communicate valuable customer insights, performance metrics, and improvement initiatives to internal stakeholders and management, ensuring transparency and alignment on customer success strategies

• Lead and manage project timelines, deliverables, and stakeholder communications for customer success projects and initiatives, ensuring that all efforts are aligned with customer objectives and contribute to their overall satisfaction

Required Skills and Qualifications:

• Minimum of 5 years of experience in customer success, account management, or a related role within the supply chain and clinical trial supply industry

• Demonstrated track record of enhancing customer satisfaction and retention with improved NPS

• Demonstrated effective collaboration across a global matrix working with a diverse team

• Working knowledge of the clinical trial space

• The ability to create and maintain new processes related to customer success

• The ability to effectively report customer status, risks, and action planning

• Has experience with international clinical trials

• Knowledge of clinical trial logistics

• Ability to travel 25-50% of the time

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses 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. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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