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Job Details

Summary:

Under general direction of the Manager of Customer Implementation, the Customer Onboarding Specialist will have direct ownership of the customer onboarding process for identified customers. The Onboarding Specialist’s primary focus is to ensure a positive customer experience during the onboarding process. By collecting actionable insights into customer behavior prior to contract execution, the Onboarding Specialist will be accountable for working with internal and external stakeholders to support each onboarding, reaffirming and/or redefining the process while aligning with and supporting Cencora initiatives.

Primary Duties and Responsibilities:

• Reporting to the Manager of Customer Implementation, the Customer Implementation Specialist will be responsible for the comprehensive management of customer implementation projects within the Global Products and Solutions portfolio

• This role involves ensuring project milestones are met from contract execution to the post-go-live phase, with a focus on delivering innovative Cencora solutions

• The Specialist will collaborate cross-functionally to streamline implementation processes, manage project timelines, conduct planning and training sessions, and provide technical and post-go-live support

• Support the planning and execution of customer implementation and transition readiness activities related to a variety of new product implementations

• Lead the process to ensure the transition from sales to implementation to "go live" is smooth while ensuring customer value realization without outstanding issues

• Effectively establish and develop successful customer relationships while coordinating the success of all implementation projects

• Liaise with Sales to obtain documentation required to support the new customer implementation process

• Facilitate new customer implementations through cross-functional collaboration with technology, operations teams, and external customers, both onsite and remotely

• Establish and manage comprehensive project timelines, conduct kickoff meetings, set expectations, and manage system and hardware training and configuration

• Utilize systematic methodologies to capture and document customer requirements

• Ensure timely validation and receipt of necessary account documentation

• Communicate project status updates to stakeholders via the Implementation Dashboard, ensuring transparency across all levels of Cencora and customer organizations

• Manage, track, and escalate key project milestones and deliverables to ensure customer expectations are met

• Resolve issues in collaboration with diverse teams, including senior executives, to maintain project momentum

• Conduct post-implementation reviews to analyze outcomes and implement process improvements

• Identify opportunities for enhancing the implementation process and participate in strategic initiatives to further streamline operations and enhance customer experience

• Perform related duties as assigned

• Requires experience in project management, business administration, or similar vocations obtained through a four-year degree or equivalent experience

• A minimum of three years of relevant experience is required

• Demonstrated ability to manage projects independently with minimal oversight

• Experience with Smartsheet or other project management software for project management and tracking is required

• Experience with startup or supporting new product implementations from alpha to commercialization

• Ability to build strong customer relationships and a commitment to customer service excellence

• Deliver a consistent message to customers

• Minimum CAPM certification required; PMP preferred

• Proven strong project management skills with a focus on customer engagement

• Ability to influence and collaborate with various internal groups, including senior leaders

• Excellent analytical, problem-solving, and time management skills

• Proven organizational and prioritization skills

• Strong written and verbal communication skills

• Meticulous and purposeful