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