Cencora · 1 week ago
Director, Customer Success
PA
Full-time
Onsite
Director/Executive
$124K/yr - $191K/yr
8+ years expCencora is seeking a Director of Customer Success who will ensure that customers fully benefit from their products and solutions. The role involves leading a team, analyzing customer feedback, and developing performance metrics to enhance customer satisfaction and experience.
Emergency MedicineEnterprise SoftwareHealth CareMedicalPharmaceutical
Responsibilities
Exemplify leadership principles that align to the culture within GP&S – support and embrace best-in-class processes that are intended to enable a fully integrated approach to solving customer challenges
Lead a team of customer success and customer onboarding members
Establish and maintain strong relationships with key customers, ensuring their needs are understood and satisfaction with our products is achieved
Design and execute models for measuring customer experience utilizing system performance metrics, Salesforce, and other digital tools
Leverage voice of customer metrics to create customer experience dashboard views for monitoring and reporting progress in improving user experience
Support Product Managers and functional teams by analyzing key performance indicators that will guide decisions in improving customer experience
Integrate multiple data points to identify new optimizations and enhancements that improve our customer success capability
Partner with Product Managers and functional partners in customer research and testing from implementation to ongoing customer success
Educate stakeholders on current state voice of customer to empower them with accessible, actionable data and insights
Present detailed quantitative analyses and qualitative insights in a manner that is easily interpreted and aids strategic and tactical decision-making
Work with Product Managers to define key performance indicators and standardized definitions
Collaborate with various functional areas to understand where data points reside within databases and determine the best extraction methods
Demonstrate innovative thinking and proactive leadership in managing multiple projects with meticulous attention to detail in a dynamic, fast-paced environment
Take the initiative to analyze performance trends, uncover driving factors, potential issues, and new opportunities for improvement
Collect and analyze customer feedback to inform product development and enhancements
Ensure compliance with all applicable policies, procedures, safety rules, and regulations
Perform related duties as assigned
Qualification
Required
Requires broad training in fields such as healthcare, business administration, organizational development, or similar vocations generally obtained through completion of a four-year Bachelor Degree Program
Typically requires 8-10 years of relevant healthcare, pharmacy, or business work experience in a customer success or account management function
Requires experience/in-depth knowledge of business operations, customer experience and systems requirements processes
Ability to work collaboratively within a team/group setting and work in a fast-paced agile environment
Maturity and poise required to manage team member(s) is essential
Planning, analytical, and conceptual skills to evaluate business problems and identify and apply appropriate solutions
Highly process orientated with demonstrated ability to design 'right-first time' ways of working
Strong problem-solving and analytical skills
Ability to work in and understand early stage product development to fully commercialized solution
Experience in a role with strong requirements elicitation and proven writing skills including the ability to write concisely and clearly for different audiences
Experience with Medallia, Marketing Cloud, and Salesforce
Strong data acumen with the ability to interpret and direct analysis on broad internal and external data to develop action plans based on the key identified trends and performance indicator tracking
Ability to clearly and concisely gather, analyze, prioritize, and translate insights into actionable recommendations
Ability to communicate effectively, both orally and in writing, with internal and external stakeholders at multiple levels
Demonstrated ability to interpret human-centered design concepts to develop customer approaches based on available solutions
Excellent organizational skills, high detail orientation, and strong interpersonal skills required to coordinate information among multiple internal groups
Experience with Microsoft Office Suite (e.g. Access, PowerPoint, Excel, Word, Project, Visio)
Preferred
An advanced degree is preferred
Company
Cencora
Cencora is a global healthcare company that advances the development and delivery of pharmaceuticals and healthcare products.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$4.83B2024-12-02Post Ipo Debt· $1.8B
2024-02-05Post Ipo Debt· $500M
2022-11-07Post Ipo Secondary· $500M
Leadership Team
Robert Mauch
President and Chief Executive Officer
Mike Baca
Senior Director, AI Platforms & Solutions
Recent News
2026-01-12
2026-01-05
2026-01-05
Company data provided by crunchbase