Customer Success Analyst (Contractor Conversion)

What Customer Success contributes to Cardinal Health

Customer Success manages the enterprise's portfolio of commercial technologies to maximize business value and enhance the customer experience. This function creates strategies for the portfolio and innovative solutions based on relationships with business leaders, develops back-end solutions and capabilities, and improves the front-end experience.

Customer Success analyzes customer experiences on the company's commercial technologies and platforms to integrate customer perspectives and data into the design and management of these technologies. This role collaborates with Customer Service and Marketing teams to gather and represent the voice of the customer and recommends enhancements to products based on insights, working closely with User Experience Design professionals.

The Customer Experience Engineer supports various clinical applications, translates business requirements into technical specifications, maintains relationships with the development and business teams, and drives standard business processes. The engineer should understand business priorities and the relative importance of their work. This engineer should be able to identify multiple approaches to problem solving and recommend the best-case solution. Furthermore, an engineer must possess strong technical acumen with the ability to translate information and research into non-technical language as necessary to effectively communicate across teams, customers, and clients.

Responsibilities:

• Serving as the initial point of contact for technical inquiries and providing clear, understandable explanations to both technical and non-technical users. A key aspect is maintaining a customer-focused mindset, listening to user needs, and ensuring a positive experience.
• Diagnosing and resolving issues related to hardware, proprietary software, and network connectivity, via phone and email. This includes guiding users through diagnostic processes and utilizing remote tools to fix problems.
• Configuring and maintaining computer systems, software applications, and peripherals. This involves managing internal and external user accounts, access permissions, and resetting passwords.
• Interacting with Product Owners, Development Teams and Technical Account Managers to become proficient with both business purpose and customer workflows as well as the technical architecture of our applications.
• Proactively develop and maintain technical knowledge of the technologies we support, staying informed with current trends and best practices.
• Logging, managing, and prioritizing support requests and issues using QuickBase. This also involves documenting solutions and resolutions to aid in tracking recurring issues and improving service quality.
• Escalating complex or unresolved issues to a higher-level support team when necessary.
• Providing basic training and guidance to users on how to use our commercial technologies.

Qualifications

• 2-4 years of experience, preferred
• Associates degree in related field, or equivalent work experience, preferred
• Windows OS (all versions) and Microsoft Office expert, preferred
• Hardware and Networking proficiency, preferred
• Experience with computer hardware such as tablets and printers
• Understanding of DNS server and basic IP routing, preferred
• General knowledge of EDI, preferred
• Experience with healthcare or pharmacy workflows
• Experience with EMR / EHR, pharmacy management software, and/or healthcare billing software, preferred
• Demonstrate strong analytical and project management skills
• Strong collaboration, multi-tasking, and organization skills
• Strong oral and written English communication skills
• Demonstrate thorough knowledge of the industry and trends

What is expected of you and others at this level

• Applies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasks
• Works on projects of moderate scope and complexity
• Identifies possible solutions to a variety of technical problems and takes action to resolve
• Applies judgment within defined parameters
• Receives general guidance and may receive more detailed instruction on new projects
• Work reviewed for sound reasoning and accuracy

Anticipated hourly range: $26.90 per hour - $34.47 per hour

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.