Director, Customer Success

The Director of Customer Success is a critical thinker with extensive experience in customer onboarding, analyzing and summarizing customer feedback and product data, as well as web analytics. This role has a proven track record of transforming customer and product experience data into actionable recommendations.

Reporting to the VP of Commercialization in Global Products and Solutions, the Director is responsible for ensuring that customers fully benefit from our products and solutions. Key responsibilities include supporting customer retention efforts and developing and monitoring dashboards to assess and track performance metrics, user actions, and customer feedback. The Director will leverage various tools to gather and analyze data, identify insights, and make recommendations aimed at optimizing the customer experience.

Additionally, the Director will use this information to enhance overall customer satisfaction with the platform. With strong and adaptable communication skills, the Director will establish a channel for customer feedback and collaborate closely with product and functional teams to improve the customer experience continuously.

Primary Duties and Responsibilities:

• Exemplify leadership principles that align to the culture within GP&S - support and embrace best-in-class processes that are intended to enable a fully integrated approach to solving customer challenges.

• Lead a team of customer success and customer onboarding members.

• Establish and maintain strong relationships with key customers, ensuring their needs are understood and satisfaction with our products is achieved.

• Design and execute models for measuring customer experience utilizing system performance metrics, Salesforce, and other digital tools.

• Leverage voice of customer metrics to create customer experience dashboard views for monitoring and reporting progress in improving user experience.

• Support Product Managers and functional teams by analyzing key performance indicators that will guide decisions in improving customer experience.

• Integrate multiple data points to identify new optimizations and enhancements that improve our customer success capability.

• Partner with Product Managers and functional partners in customer research and testing from implementation to ongoing customer success.

• Educate stakeholders on current state voice of customer to empower them with accessible, actionable data and insights.

• Present detailed quantitative analyses and qualitative insights in a manner that is easily interpreted and aids strategic and tactical decision-making.

• Work with Product Managers to define key performance indicators and standardized definitions.

• Collaborate with various functional areas to understand where data points reside within databases and determine the best extraction methods.

• Demonstrate innovative thinking and proactive leadership in managing multiple projects with meticulous attention to detail in a dynamic, fast-paced environment.

• Take the initiative to analyze performance trends, uncover driving factors, potential issues, and new opportunities for improvement.

• Collect and analyze customer feedback to inform product development and enhancements.

• Ensure compliance with all applicable policies, procedures, safety rules, and regulations.

• Perform related duties as assigned.

Experience and Educational Requirements:

• Requires broad training in fields such as healthcare, business administration, organizational development, or similar vocations generally obtained through completion of a four-year Bachelor Degree Program. An advanced degree is preferred.
• Typically requires 8-10 years of relevant healthcare, pharmacy, or business work experience in a customer success or account management function. Requires experience/in-depth knowledge of business operations, customer experience and systems requirements processes.

Minimum Skills, Knowledge and Ability Requirements:

• Ability to work collaboratively within a team/group setting and work in a fast-paced agile environment.
• Maturity and poise required to manage team member(s) is essential.
• Planning, analytical, and conceptual skills to evaluate business problems and identify and apply appropriate solutions.
• Highly process orientated with demonstrated ability to design "right-first time" ways of working.
• Strong problem-solving and analytical skills.
• Ability to work in and understand early stage product development to fully commercialized solution.
• Experience in a role with strong requirements elicitation and proven writing skills including the ability to write concisely and clearly for different audiences.
• Experience with Medallia, Marketing Cloud, and Salesforce.
• Strong data acumen with the ability to interpret and direct analysis on broad internal and external data to develop action plans based on the key identified trends and performance indicator tracking.
• Ability to clearly and concisely gather, analyze, prioritize, and translate insights into actionable recommendations.
• Ability to communicate effectively, both orally and in writing, with internal and external stakeholders at multiple levels.
• Demonstrated ability to interpret human-centered design concepts to develop customer approaches based on available solutions.
• Excellent organizational skills, high detail orientation, and strong interpersonal skills required to coordinate information among multiple internal groups.
• Experience with Microsoft Office Suite (e.g. Access, PowerPoint, Excel, Word, Project, Visio).

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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