Customer Success and Operations Manager- Comparator Sourcing and PLSD

Cencora, Inc.; Columbus (OH); On-site; USD 86,000 - 124,000; Full time

Job summary

Cencora, Inc. is seeking a Customer Success and Operations Manager to enhance customer experience in clinical trial supplies. This role involves managing customer relationships, improving service offerings, and collaborating with diverse teams to ensure satisfaction and success. The ideal candidate will have a strong background in customer success and a passion for operational excellence.

Benefits

Health Care

Wellness Programs

Support for Working Families

Training and Mentorship

Qualifications

• Minimum 5 years in customer success, account management, or related roles.
• Proven track record of improving customer satisfaction and retention.

Responsibilities

• Serve as the primary operational contact for customer escalations.
• Define and track KPIs to measure customer health and satisfaction.
• Collaborate with internal teams to enhance customer success strategies.

Skills

Customer Satisfaction

Account Management

Problem Solving

Communication

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!

Job Details

Summary:

The Customer Success and Operations Manager is responsible for delivering an exceptional experience for Cencora’s customers, specifically related to our global clinical trial supplies solutions (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 integrated across teams. Reporting to the Sr Director, Implementation and Customer Success, this role will define core processes and touchpoints throughout the customer journey, establishing KPIs to measure customer health and success. The manager will focus on delighting customers and improving the overall customer experience, working collaboratively with the product team to drive continuous improvement and innovation to meet customer and business needs.

Primary Duties and Responsibilities:

• Serve as the primary operational contact for customer escalations, ensuring prompt resolution and fostering a customer-centric culture.
• Establish and maintain a feedback loop to capture the voice of the customer, communicating insights to the product team for operational enhancements.
• Act as a strategic account owner, building strong relationships with customers to ensure satisfaction and identify growth opportunities.
• Define and track KPIs to measure customer health and satisfaction, providing insights to improve services globally.
• Collaborate with internal teams, including product development, operations, sales, and marketing, to enhance customer success strategies.
• Streamline core processes and touchpoints in the customer journey to improve operational efficiency and experience.
• Analyze service trends to identify issues early, acting as an escalation point and developing action plans for long-term retention.
• Lead initiatives to enhance service offerings, collaborating with the product team to innovate solutions.
• Use customer data to identify trends and opportunities for relationship expansion.
• Conduct regular calls and reviews with customers to reinforce relationships and explore growth opportunities.
• Work with the implementation team to ensure successful onboarding and a smooth transition for new customers.
• Prepare reports and presentations on customer insights, performance, and improvement initiatives for stakeholders.
• Manage project timelines and stakeholder communications for customer success projects.

Required Skills and Qualifications:

• Minimum 5 years in customer success, account management, or related roles within the supply chain and clinical trial industry.
• Proven track record of improving customer satisfaction and retention, including NPS.
• Experience working effectively across a global matrix with diverse teams.
• Knowledge of the clinical trial space and logistics.
• Ability to create and maintain customer success processes.
• Strong reporting skills for customer status, risks, and action plans.
• Experience with international clinical trials.
• Willingness to travel 25-50% of the time.

What Cencora offers

We provide competitive compensation, benefits, and resources that foster an inclusive culture and support purposeful living. Benefits include health care, wellness programs, support for working families, and opportunities for personal and professional growth, such as training, mentorship, employee resource groups, and volunteer activities. For details, visit https://www.virtualfairhub.com/cencora.

Full time

Salary Range*

$86,500 - 123,860

*This range reflects a national average; actual salaries may vary by location, with adjustments for specific states.

Equal Employment Opportunity

Cencora is committed to equal opportunity employment and non-discrimination. We provide reasonable accommodations for individuals with disabilities upon request. For accommodation requests, contact 888.692.2272 or [e-mail]. Messages unrelated to accommodations will not be responded to.

Affiliated Companies:

AmerisourceBergen Services Corporation