Value Realization Manager

Cencora; Madison (WI); On-site; USD 74,000 - 147,000; Full time

Benefits offered by this job

Medical, dental, vision

Family support programs

Training & mentorship programs

Employee resource groups

Job summary

Cencora is seeking a Value Realization Manager to help customers achieve measurable outcomes through onboarding, adoption, and value assessment. You will monitor usage, gather data, and translate feedback into product improvements, acting as the voice of the customer.

In this customer-facing role, you will define success criteria with clients, collaborate with Product and Operations teams, and drive adoption across healthcare and digital solutions.

Qualifications

• 4+ years in Customer Success, Customer Experience, Account Management, Value Realization, or related roles.
• Experience onboarding customers and supporting software, digital, or service-based solutions.
• Experience in healthcare, pharmaceutical, technology, SaaS, or digital product environments.

Responsibilities

• Guide customers through onboarding activities and adoption milestones.
• Conduct onboarding sessions, customer training, and solution orientation meetings.
• Help customers establish success goals, use cases, and desired business outcomes.
• Track and monitor adoption, utilization, and outcome metrics.
• Document and report customer achievements, business impacts, and realized value.
• Identify opportunities to improve adoption and increase customer outcomes.
• Serve as a liaison between customers and Product teams by translating feedback into insights.
• Participate in regular customer meetings, surveys, and feedback initiatives.
• Build strong relationships with customer stakeholders and end users.
• Escalate risks or adoption challenges and close the loop with the customer.

Skills

Customer success methodologies

Analytical skills

Outcome measurement

Communication & relationships

Adoption & onboarding

Education

Bachelor's degree or equivalent

CAPM or Scrum Fundamentals Certified preferred

Tools

CRM systems

Survey tools

Analytics platforms

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.

Job Details

The Value Realization Manager is responsible for helping customers achieve measurable business outcomes through effective onboarding, solution adoption, and ongoing value assessment. This customer-facing individual contributor role serves as a key partner during the early and ongoing stages of the customer journey, ensuring customers successfully integrate solutions into their workflows and realize intended benefits.

This position works directly with customers to understand success objectives, monitor adoption and utilization, gather outcome data, and collect actionable product feedback. This role acts as the voice of the customer by identifying trends, pain points, and enhancement opportunities that can be shared with Product and Operations teams to continuously improve the customer experience.

Responsibilities

• Guide customers through onboarding activities and adoption milestones.
• Conduct onboarding sessions, customer training, and solution orientation meetings.
• Help customers establish success goals, use cases, and desired business outcomes.
• Ensure customers understand solution capabilities, workflows, and best practices.
• Support customers during their transition from implementation into operational use.
• Partner with customers to define measurable success criteria and key performance indicators (KPIs).
• Track and monitor adoption, utilization, and outcome metrics.
• Document and report customer achievements, business impacts, and realized value.
• Assist in developing customer success plans and value realization reports.
• Identify opportunities to improve adoption and increase customer outcomes.
• Collect, document, and synthesize customer feedback regarding product functionality, usability, and overall experience.
• Identify common trends, challenges, and enhancement requests across the customer base.
• Serve as a liaison between customers and Product teams by translating customer feedback into actionable insights.
• Participate in regular customer meetings, surveys, user groups, and feedback initiatives.
• Help validate new product features and enhancements by gathering customer input.
• Build strong working relationships with customer stakeholders and end users.
• Conduct regular check-ins to assess adoption progress and satisfaction.
• Respond to customer questions and connect customers with appropriate internal resources when needed.
• Escalate risks, concerns, or adoption challenges to appropriate teams and own closing the loop with the customer.
• Partner with Customer Success counterparts in the business units to align and work on plans across all stakeholders working with the customer.
• Maintain accurate customer data, outcome tracking, and feedback documentation.
• Contribute to onboarding guides, playbooks, customer-facing resources, and adoption best practices.
• Support internal reporting on customer outcomes, adoption trends, and satisfaction metrics.
• Recommend process improvements based on customer experiences and feedback.

Education and Work Experience

• 4+ years of experience in Customer Success, Customer Experience, Account Management, Value Realization, Product Adoption, or related customer-facing roles.
• Experience onboarding customers and supporting software, digital, or service-based solutions.
• Experience in healthcare, pharmaceutical, technology, SaaS, or digital product environments.

Certifications

• Certified Associate in Project Management (CAPM), Scrum Fundamentals Certified (SFC), or equivalent certification preferred.

Skills and Knwledge

• Familiarity with customer success methodologies and adoption frameworks.
• Strong analytical skills with the ability to measure and communicate customer outcomes.
• Experience gathering and synthesizing customer feedback.
• Excellent communication, presentation, and relationship-building skills.
• Strong organizational skills and attention to detail.
• Experience using customer success platforms, CRM systems, survey tools, or analytics platforms.
• Knowledge of outcome measurement, user adoption metrics, and customer journey mapping.

What Cencora offers

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

Full time

Salary Range*

$73,600 - 147,290

*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.

Equal Employment Opportunity

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 [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Affiliated Companies:

AmerisourceBergen Services Corporation