[Hiring] Product Implementation & Customer Success Manager @Cencora

Role Description

The Product Implementation & Customer Success Manager is responsible for supporting customer onboarding, implementation, technical adoption, and ongoing account success for healthcare technology solutions that support patient services and ePrescribing workflows. This role serves as a key point of contact for customers and internal teams, with a strong focus on understanding each client’s technical environment, operational workflows, and service model.

The ideal candidate brings a combination of customer relationship skills, operational awareness, and technical curiosity — someone who wants to understand how customer systems, integrations, message flows, and configuration decisions support patient access and prescribing workflows.

Working cross-functionally with Product, Sales, Operations, Support, and Technical teams, this role helps ensure customers are successfully implemented, supported through issue resolution, and positioned to realize value from technology-enabled services.

Key Responsibilities

• Lead customer onboarding and implementation efforts for healthcare technology and patient services solutions, ensuring timely and successful deployment.
• Partner with customers to understand their business goals, operational processes, patient support model, and technical requirements.
• Develop a working knowledge of each customer’s technical infrastructure, including integrations, system setup, workflow dependencies, and customer-specific configurations.
• Support solutions tied to patient services, ePrescribing, electronic prior authorization, and related healthcare technology workflows.
• Serve as a primary point of contact during implementation and post-launch support, helping coordinate customer needs across internal teams.
• Build familiarity with how data moves between customer systems, internal platforms, and third-party healthcare technology partners to better support troubleshooting and optimization.
• Collaborate with Product, Operations, Support, and Technical teams to resolve issues, manage dependencies, and improve customer outcomes.
• Help identify whether customer issues are operational, technical, workflow-based, integration-related, or driven by external trading partner behavior.
• Monitor customer health, implementation progress, support trends, and adoption patterns to identify risks and opportunities.
• Document customer-specific workflows, technical considerations, business rules, and support needs to improve continuity and internal knowledge sharing.
• Support ongoing enhancement discussions by helping customers understand existing capabilities, future roadmap opportunities, and practical approaches to workflow improvement.
• Provide a high level of responsiveness and partnership in a healthcare environment where accuracy, continuity, and patient/provider experience matter.

Qualifications

• Experience in Technical Account Management, Customer Success, Product Implementation, Healthcare Technology Support, Project Management, or Account Management.
• Experience supporting healthcare technology products, patient services platforms, ePrescribing solutions, or related operational systems.
• Proven track record managing customer onboarding, implementation, adoption, and ongoing account support.
• Experience working across cross-functional teams and multiple stakeholders in complex environments.

Skills

• Strong customer relationship and stakeholder management skills.
• Strong technical curiosity and the ability to learn how customer systems, workflows, and integrations function.
• Ability to understand and discuss technical concepts without needing to be the system builder or engineer.
• Comfort navigating healthcare technology workflows that may include service requests, transaction-based messaging, third-party connections, and support escalations.
• Strong project management and organizational skills.
• Analytical mindset with the ability to identify patterns, assess issues, and translate findings into actionable next steps.
• Excellent written and verbal communication skills.
• Problem-solving mindset with a focus on practical, customer-centered solutions.
• Ability to manage multiple priorities in a fast-paced and evolving environment.

Preferred Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, Technology, or a related field.
• Experience with patient services, reimbursement support, ePrescribing, prior authorization, specialty workflows, or healthcare interoperability.
• Experience working with implementation, support, or customer success platforms.
• Familiarity with healthcare transaction workflows and structured message-based exchanges used in prescribing and patient access support.
• Epic EHR certification or experience 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.