Customer Experience Onboarding Manager (Remote)

at AMERISOURCEBERGEN SERVICES CORPORATION in Romeoville, Illinois, United States

Job Description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

What you will be doing

This role is responsible for leading the successful coordination and implementation of customer solutions as part of on-boarding and customer readiness activities. This role will work directly with the Triose sales team to identify customer requirements and collaborate with a cross functional team to implement customer solutions with a focus on providing an improved customer experience. Responsible for managing all implementation activities and processes to ensure an on time and on target launch of customer programs. Responds to and resolves customer issues during the onboarding process and will drive the overall progress and success of assigned implementations.

1.Collaboratively develops and executes simple thorough complex customer implementation activities, including project management, training and complex issue resolution for all customers
2.Identifies and documents customer business requirements both current and future; Develops solution roadmap, timeline for transition, and leads project execution.
3.Plans and executes customer onboarding/conversion activities to assure that the transition from implementation to "go live" is a smooth and without outstanding issues. Includes documenting all phases of the implementation process: requirements gathering, validation, customer training, customer support, trouble-shooting, and resolving customer issues.
4.Gathers customer implementation feedback and provides to appropriate internal stakeholders for review and consideration.
5.Performs and documents customer gap analysis; partners with customers and cross-functional teams to implement appropriate solutions based on customer business needs.
6.Documents all support and planning activities and consistently uses the case management tool set and corresponding project management toolset designed to provide relevant reporting and ensure that a every customer can expect a consistent, high-quality interaction, whether for a single interaction or for a complex implementation; utilizes a common implementation methodology that is scalable for large and small implementations and segments.
7.Delivers and maintains high-level professional relationship building through quality interactions, system knowledge, and excellent project planning and execution activities.
8.Works with leadership to identify and investigates opportunities to standardize/improve processes.
9.Proactively identifies potential risk(s) associated with initiatives/objectives; implements strategies to mitigate identified risks; manages issue resolution process.
10.Assists leadership in the preparation of cross-functional response to systems questions for completion of customer proposals (RFP).
11.Must be willing to travel as needed to provide necessary customer support (up to 50%)

What your background should look like

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Requires some training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor's Degree program, technical vocational training, or equivalent combination of experience and education. Experience with PC tools that are used in the work place required (Excel, Word, Wrike, Access, PowerPoint, Project, SalesForce.com) Four year bachelor's degree program or equivalent combination of experience and education; normally requires a minimum of five (5) + years of related and progressively responsible experience. Must have a PMP or willing to obtain within 12-18 months of employment.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

oExcellent project management skills and ability to work collaboratively with a cross-functional team to accomplish common goals; ability to break down obstacles in the path of project plan to meet objectives mutually acceptable to the customer.
oExcellent customer service skills, proven track record of detail oriented problem solving, trouble shooting, and follow up.
oAbility to prioritize, multi-task, and make judgment calls related to appropriate urgency in managing requests and issues from internal and external stakeholders; effectively manages deadlines.
oDemonstrated history of operating in a professional manner with leadership at the customer and internal stakeholder level, as well as Cencora peers.
oExcellent organizational skills; attention to detail, demonstrated project management experience.
oExcellent analytical... For full info follow application link.

Equal Opportunity Employer/Minority/Female/Disability/Veteran