• Develop and sustain long-term customer relationships while engaging customers at all levels, including senior levels of the customer's organization to drive optimal customer experience.
• Operationalizes customer servicing requirements including serving as a point of escalation.
• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internalCencorastakeholders to effectively service the customer.
• Plans, executes, problem solves, and monitors initiatives that have direct impact to internal Cencora functional teams and/or external customers (e.g., onboarding/offboarding, conversion activities, and process/policy/technology changes).
• Proactively identifies best practices/initiatives to scale or apply to other like Health System owned customers to drive growth / improve customer experience.
• Evaluates interaction trends and proactively develops and implements improvement programs.
• Develops & maintains customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts, SalesForce, Altify etc.).
• Ensure customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes.
• Develop, lead, and drive operational solutions to customers, solicit feedback and actionable inputs internally/externally based on the initiative. (e.g., Cencora’s Distribution Ordering Platform , ISO, Cart Optimization, Tote Consolidation, Cencora Connect)
• Collaborates with other teams to develop Health System specific initiatives; proactively identifies potential risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process.
• Prepares commercial operations presentation segment and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, initiative milestones, and service metrics.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones.
• Provides back-up coverage to support team members while they are out of the office. Must be willing to travel (including overnight travel) as required to effectively manage geographic territory; also, must travel to events such as conferences, national and regional sales meetings as required.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Requires broad training in fields such as business administration, project/program management, healthcare management, accounting, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor’s degree or requires three-five plus years of directly related and progressively responsible experience.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Ability to communicate effectively both orally and in writing; able to present information professionally and effectively to customers, associates, and management.

• Lead strategic planning initiatives and manage projects to ensure alignment with business objectives, successful execution, and measurable outcomes in a cross-functional environment

• Working knowledge of artificial intelligence (AI) tools and emerging technologies, with the ability to apply them to enhance business processes and operational efficiency

• Analytical and process-oriented mindset

• Comfortable working across multiple departments in a deadline-driven environment

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Strong customer service skills able to courteously interact with customers to ensure a positive customer experience.

• Demonstrated consultative skills and ability to effectively facilitate groups to consensus; ability to create trust and confidence quickly.

• Demonstrates a proactive “can do” attitude.

• Excellent follow-through skills

• Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships

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