Specialist - Customer Onboarding

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 with a “can do” attitude

• Adaptable and flexible in a dynamic environment

• Proficient with Microsoft applications, especially Word, Access, Excel, and PowerPoint & Project Management software like Smartsheet

• Ability to build trust and confidence quickly, presenting a professional image

• Willingness to travel as needed (up to 25% - 75%)

• Requires experience in fields such as business administration, sales, marketing, RFID Technology or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education; normally requires a minimum of three (3) years equivalent experience

• A successful candidate will have a demonstrated ability to build rapport and relationships with customers/business partners, a deep commitment to customer service, and strong interpersonal skills required to operate well in a team environment across multiple groups

• Candidates must have the ability to complete work with minimal oversight

• Strong customer focus and ability to partner with various internal groups, including senior leaders and front office

• Ability to successfully influence many different groups and individuals to deliver high quality and timely results

• Ability to directly address conflicts and escalate issues where appropriate

• Excellent analytical, problem solving, and time management skills

• Proven organization and prioritization skills

• Results driven, with strong attention to detail

• Adaptable, flexible and willing to work in a dynamic environment

• Comfortable working with a team and individually to deliver results

• Demonstrated ability to build and interpret reports and graph/statistics desired

• Ability to create trust and confidence quickly; presents a positive and professional image

• High energy, positive attitude, team player

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

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

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

.

Affiliated Companies: