Analyst - Customer Implementation (Customer Success Manager) - remote

The Analyst - Customer Implementation (Customer Success Manager) is responsible for onboarding new customers and engaging with existing customers to help them use the system effectively. Our customers are specialty physician offices using PODIS Plus or CubixxMD to manage pharmaceutical inventory at their office(s).

The successful candidate will have experience in project management, customer support and sales along with the ability to connect product functionality with customer needs and challenges. This is a highly proactive role, accountable for helping customers get the most from their Besse inventory management solution (CubixxMD and PODIS Plus). You'll need to be able to capture and understand the internal challenges each customer is looking to address with an inventory management solution and lead them in how best to configure and use the product to address their internal challenges.

Primary Duties & Responsibilities

• Onboard new customers: account setup, schedule device deliveries, user training, integration go-live, etc...

• Train customers to use the product effectively, in-person and via phone and Teams meetings.

• Monitor and assist with product integration projects involving several internal and external teams, from customer interest to go-live.

• Establish a trusted advisor relationship, owning the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates and enhancements.

• Regularly analyze, document and respond to customer status and product usage trends using Excel, SalesForce.com, and proprietary internal systems.

• Proactively identify and engage with customers who are struggling to use the product effectively or not taking full advantage of its capabilities.

• Assist Tier 1 Support as needed in answering complicated customer questions and troubleshooting difficult customer issues.

• Assist Sales as needed with prospect questions and in-depth use cases based on interesting or complex prospect needs

• Keep detailed and accurate documentation of all case notes and customer interactions in CRM.

• Communicate with Sales, management and other technical resources regarding customer feedback and suggestions to improve the product as well as internal processes.

• Ability to travel up to 25%

• Performs related duties as assigned.

Qualifications:

Requires some training in fields such as business administration, sales, project management, customer support, quality assurance 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. Normally requires three (3) to five (5) years of experience in a customer facing environment.

• Ability to understand customer needs and craft a solution to address those needs using existing product functionality as well as identify areas for product enhancement.

• Ability to blend creative problem solving and technical skills with frequent customer contact to sustain successful customer relationships.

• Highly data-driven with a commitment to process, excited about driving and tracking a consistent engagement process with customers.

• Self-discipline for performing quality work and a self-starter capable of working independently

• Strong customer service skills.

• Strong interpersonal skills.

• Good decision-making skills.

• Good analytical and problem-solving skills.

• Ability to prioritize workload and handle multiple tasks in a timely and accurate manner.

• Ability to translate and explain technical topics to non-technical users.

• Ability to communicate effectively both orally and in writing.

• Strong organizational skills; attention to detail.

• Knowledge of Microsoft Word, Excel and CRM or Help Desk systems.

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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