Customer Success and Operations Manager- Comparator Sourcing and PLSD

Cencora; United (PA); On-site; USD 86,000 - 124,000; Full time

Job summary

A leading company is seeking a Customer Success and Operations Manager to enhance customer experiences in clinical trial supplies. The role involves strategic account management, improving satisfaction, and collaborating with global teams. Ideal candidates will have extensive experience in customer success and a strong understanding of the clinical trial logistics.

Benefits

Competitive Compensation

Inclusive Benefits

Wellness Programs

Professional Development

Opportunities for Growth

Qualifications

• Minimum 5 years in customer success or account management.
• Proven track record of improving customer satisfaction.
• Experience with international clinical trials.

Responsibilities

• Serve as the main operational contact for customer escalations.
• Define and monitor KPIs related to customer health.
• Lead initiatives to enhance service offerings.

Skills

Customer Satisfaction

Account Management

Collaboration

Logistics Knowledge

Data Analysis

Job description

Customer Success and Operations Manager- Comparator Sourcing and PLSD

Join to apply for the Customer Success and Operations Manager- Comparator Sourcing and PLSD role at Cencora.

Summary: The Customer Success and Operations Manager is responsible for delivering an exceptional experience for Cencora’s customers, focusing on our global clinical trial supplies solutions (Comparator and PLSD). This role acts as an operational point-of-contact, advocate, problem solver, and strategic account owner, ensuring the voice of the customer is heard and integrated across teams. Reporting to the Sr Director, Implementation and Customer Success, this role involves defining core processes, establishing KPIs, and working collaboratively to improve customer satisfaction and service delivery.

Primary Duties and Responsibilities:

• Serve as the main operational contact for customer escalations, ensuring prompt and customer-centric resolution.
• Establish a feedback loop to capture and communicate customer insights to the product team for operational improvements.
• Act as a strategic account owner, building strong relationships and proactively identifying growth opportunities.
• Define and monitor KPIs related to customer health and satisfaction.
• Collaborate with global teams to create unified customer success strategies.
• Streamline customer journey processes to improve efficiency and experience.
• Analyze service trends, address issues proactively, and develop long-term retention strategies.
• Lead initiatives to enhance service offerings and innovate solutions.
• Use customer data to identify trends and opportunities for growth.
• Conduct regular reviews with customers to reinforce relationships and explore new opportunities.
• Support onboarding processes for new customers to ensure smooth transitions.
• Prepare reports on customer insights and performance metrics for internal stakeholders.
• Manage project timelines and stakeholder communications for customer success initiatives.

Required Skills and Qualifications:

• Minimum 5 years in customer success, account management, or related roles within supply chain and clinical trial supply industry.
• Proven track record of improving customer satisfaction and retention (e.g., NPS).
• Effective collaboration experience in a global matrix environment.
• Knowledge of the clinical trial space and logistics.
• Experience creating and maintaining customer success processes.
• Ability to report on customer status, risks, and action plans.
• Experience with international clinical trials.
• Willingness to travel 25-50% of the time.

What Cencora Offers: Competitive compensation, inclusive benefits, wellness programs, training, professional development, and opportunities for growth. Details at https://www.virtualfairhub.com/cencora.

Salary Range: $86,500 - 123,860 (varies by location).

Equal Employment Opportunity: Cencora provides equal opportunity and reasonable accommodations for individuals with disabilities. Contact [e-mail] for accommodation requests.