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. Apply today!

What you will be doing

Summary:

The Customer Onboarding and Integration Manager develops, documents, and implements a standardized onboarding and integration approach focused on providing a consistent customer experience throughout all phases of the process - pre-implementation, implementation, and ongoing support. This role will work collaboratively with partnering teams in sales, operations, sourcing, IT, marketing and finance to assimilate new customers effectively and efficiently. Responsible for support and implementation of strategies for enhanced planning surrounding customer onboarding, supporting the execution of all phases of customer onboarding and maintenance activities, and managing efforts to identify and implement opportunities for process improvement.

Primary Duties and Responsibilities:

Coordinates strategic guidance and high-level vision for the development of future-state design through various facilitation activities with internal stakeholders to understand current processes, identify gaps, and determine business requirements to support delivery of end-to-end business process

Partners with internal and external resources to develop, implement, and monitor customer conversion strategies and plans as well as to promote a consistent message to customers and a unified approach

Identifies, develops, and maintains documentation used to support the overall onboarding and integration process

Establishes, develops, and implements reporting metrics to provide visibility of the customer onboarding and integration activities and associated issues

Liaises with cross-functional customer onboarding and integration teams, customers, and suppliers by supporting the planning and execution of the customer onboarding and integration and customer readiness activities

Provides direction and input on various business issues that arise to business development, sales, and leadership teams

Technically lead/advise and partner with sales to understand customer requirements and deliver comprehensive implementation plans that outline the objectives, problems and necessary steps required for successful integration

Develops and maintains strong working relationships with internal business partners to continuously evaluate and improve the onboarding and integration process by actively contributing to initiatives that gain efficiencies and improve services levels

Reviews, evaluates, and modifies existing materials and processes; recommends modifications for continuous improvement opportunities / recommendations

Process and tool improvements to streamline onboarding and integration timelines

Actively contributes to initiatives being led and/or supported by Sales Shared Services in varying capacities by leveraging previous business process and/or systems expertise

Acts as the escalation point and supports the execution and tracking of projects to ensure milestones are met and issues are addressed which includes proactively identifying any potential risk(s) and developing and implementing mitigation strategies

Manages customer onboarding, integration, and maintenance processes to ensure deliverables are met by the Customer Integration team with regular status updates of process flow and deliverables

Communicates project status to appropriate stakeholders including tracking progress toward established goals

Acts as point-of-contact for all business segments for contract support, contract compliance, and ensures the various teams develop and implement effective elements of the contracts

Help to prioritize onboarding and integration work through identifying and managing resource conflicts and interdependencies

Conducts performance evaluation of associates within the department

Performs other related duties as assigned

What your background should look like 

Requires experience in fields such as business administration, sales, marketing, or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education; normally requires five+ years equivalent experience

Prior customer implementation experience strongly preferred

A successful candidate will have a demonstrated ability to build rapport and relationships with customers/business partners, experience managing customers both large and small and knowing how/why to manage them differently, and strong interpersonal skills required to operate well in a team environment across multiple groups

Proven ability to communicate effectively both orally and in writing; ability to present information professionally and effectively to customers, associates, and management

Presents information in logical, easily understood sequences; conducts necessary preparatory work to ensure well-prepared for interactions with internal business partners as well as customers

Solid understanding of business functions/end-to-end processes Drug Company business objectives

Exceptional project management and organizational skills, including the ability to effectively deploy resources and manage multiple projects with concurrent and/or aggressive deadlines

Experience in organizing, planning, and executing large-scale projects from vision through implementation

Possesses a methodical, business process-oriented mindset with high detail-orientation, ensuring accuracy and completeness, demonstrated customer-focus

Must be able to quickly assess and act on changing priorities

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

Strong interpersonal skills sufficient to develop and maintain effective working and business relationships with others

Ability to lead dynamically and energize multidiscipline work teams to learn and apply new skills and techniques to respond to business needs

Excellent decision making and problem-solving skills; ability to resolve issues effectively and efficiently

Ability to complete work with minimal oversight and have a willingness to travel to meet objectives

Demonstrated flexibility and adaptability required for success within an evolving organization

Ability to direct activities of others, including coaching, training, and developing

Demonstrated working knowledge of Microsoft Office Suite (e.g., PowerPoint, Excel, Word, Project).

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

Schedule

Full time

Salary Range*

$70,400 - 100,760

*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 State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Affiliated Companies:Affiliated Companies: MWI Veterinary Supply Company

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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned