[Hiring] Product Implementation & Customer Success Manager @Cencora

Role Description

The Customer Success & Product Adoption Manager is responsible for leading customer onboarding, product implementation and adoption initiatives to ensure customers achieve maximum value from our solutions. This role acts as the bridge between customers and internal teams, driving successful deployments, improving customer experience, increasing adoption and supporting long-term retention and growth. Working cross-functionally with Product, Sales, Operations and Support teams, you will ensure a seamless customer journey from implementation through ongoing success.

Key Responsibilities

• Lead customer onboarding and product implementation projects, ensuring successful and timely deployment.
• Develop and execute customer success plans focused on adoption, engagement, retention and value realization.
• Partner with customers to define business objectives, success criteria and implementation requirements.
• Act as the primary point of contact during implementation and post-launch phases.
• Collaborate with Product, Sales, Technical and Support teams to resolve issues and improve customer outcomes.
• Monitor customer health metrics, adoption trends and satisfaction levels, proactively identifying risks and growth opportunities.
• Drive continuous improvement initiatives to enhance customer experience, implementation processes and operational efficiency.
• Provide coaching, guidance and support to team members while fostering a customer-centric culture.

Qualifications

• Experience in Customer Success, Product Implementation, Project Management, Consulting or Account Management.
• Proven track record managing customer onboarding and adoption programs.
• Experience working with cross-functional teams and multiple stakeholders.

Skills

• Strong customer relationship and stakeholder management skills.
• Project management and organizational capabilities.
• Analytical mindset with the ability to turn data into actionable insights.
• Excellent communication and presentation skills.
• Problem-solving and continuous improvement orientation.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Technology or a related field.
• Experience with CRM and Customer Success platforms.
• Project Management certification is a plus.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social wellness.
• Support for working families, including backup dependent care, adoption assistance, infertility coverage, and family building support.
• Behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and mentorship opportunities.
• Participation in employee resource groups, volunteer activities, and more.