AmerisourceBergen Corporation Manager of Customer Implementation in ORANGE, California
Title: Manager of Customer Implementation Location: United States-California-Orange Job Number: 00001KIW
Under general direction of the appropriate Account & User Services leader, this role is responsible for leading the team that executes the successful coordination and implementation of customer systems as part of on-boarding and customer readiness activities. This role implements policies and processes to ensure consistent, high quality delivery of customer solutions, customer requirements development, systems implementation plans, interface/data request coordination, and support with a focus on providing an improved customer experience. Responsible for managing resources supporting customers in the use of AmerisourceBergen customer-facing applications; collaborates with technical and business functional teams in support of customer applications and solutions.
PRIMARY DUTIES AND RESPONSIBILITIES:
Directly manages the Customer Implementation Specialist team to execute simple through complex customer implementation activities, including training and complex issue resolution for all customer segments and sizes (CSP, Health System, 340b, Government, Buying Group and GPO). Identifies, analyzes, and documents customer business requirements both current and future; leverages ABDC customer solutions knowledge to recommend appropriate solution for system and data requests. Develops solution roadmap, timeline for transition, and leads project execution. Manages the system solution planning and execution activities associated with customer onboarding and/or conversion activities to assure that the transition from implementation to "go live" is a smooth transition without outstanding issues. Includes providing input to all phases of the implementation process: requirements gathering, testing, validation, customer training, customer support, trouble-shooting, and resolving customer issues; ongoing internal cross-functional leadership to support customer technical needs (i.e., developer meetings, customer-facing meetings, ongoing documentation and leadership support). Partner with appropriate personnel to create and deliver customer presentations and RFP responses; as well as address and resolve customer concerns as needed from Prospect, RFP and QBR activities, including ongoing internal and external stakeholder meetings. Implements and manages the documentation, monitoring and evaluation of all customer support performance measures, including phone system reports, critical success measures, end of month reports, duties and responsibilities. Subject matter expert (SME) regarding customer-facing processes and solutions in support of ABDC initiatives and customer implementation activities. Maintains a deep understanding of ABC system solutions as needed to provide in depth support of these systems/applications. Provides feedback relative to customers’ use of ABC applications and provides to appropriate internal stakeholders for review and consideration. Subject matter expert for development of Customer Implementation Specialist training program including both onboarding of new associates as well as continuous education for system enhancements and identified best practices. Develop productivity metrics, track activity, and define solutions to improve productivity and the customer experience. Performs and documents customer gap analysis; presents to sales and customers to create unified action plans for efficient operations. Manages, oversees, supports and maintains associates’ standardized and consistent use of the case management/Customer Relationship Management (CRM) toolset and corresponding project management toolset designed to ensure that a every customer can expect a consistent, high-quality interaction, whether for a single interaction or for a complex implementation; Establishes and utilizes a common implementation methodology that is scalable for large and small implementations and segments. Delivers and maintains high-level professional relationship building through quality interactions, system knowledge, and excellent planning and execution activities. Identifies and investigates opportunities to standardize/improve processes as well as implement customer-facing system enhancements. Proactively identifies potential risk(s) associated with initiatives/objectives; develops and implements strategies to mitigate identified risks; manages issue resolution process. Must be willing to travel as needed to support departmental objectives. Performs related duties as assigned. Qualifications: EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires some training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor's Degree program, technical vocational training, or equivalent combination of experience and education. Experience with PC tools that are used in the work place required (Excel, Word, Access, PowerPoint, Project, SalesForce.com) Normally requires a minimum of five (5) years of people management experience. A , Net and Security Certification preferred. Pharmacy Technician certification and/or relevant IDN experience preferred.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Strong leadership skills, ability to manage resources both locally and remotely. Excellent customer service skills, proven track record of detail oriented problem solving, trouble shooting, and follow up Demonstrated history of operating in a professional manner with senior leadership at the customer and internal stakeholder level. Ability to analyze call center and CRM case management statistics to identify trends, develop remediation plans and take appropriate action. Ability to prioritize and make judgment calls related to appropriate urgency in managing requests and issues from internal and external stakeholders. Excellent organizational skills; attention to detail, project experience/orientation Thorough knowledge of ABC policies & services: solid understanding of ABC’s business segments – CSP, Health System, 340b, Government, Buying Group and GPOs. Command of ABC products and services; familiarity with automated distribution processes Detailed knowledge of applicable programming languages used at ABC; strong understanding of current technologies Ability to communicate effectively in writing; excellent presentation skills. Excellent analytical skills - Strong skills with spreadsheets and databases. Excellent project management skills and ability to manage team in the accomplishment of common goals; ability to break down obstacles in the path of project plan Proven ability to distill complex issues and analytics into actionable outcomes supporting the customer while protecting AmerisourceBergen interests. Working knowledge of computers necessary to operate effectively with company systems and programs. Demonstrated knowledge of Microsoft Word, Excel, PowerPoint and Outlook, Avaya, Business Objects (BOBj) Reporting, and SAP experience required. Demonstrates ability to handle competing priorities and maintain tight deadlines.
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