Customer Success Project Manager

Careers at the Center of Health

About Cencora

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.

This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.

The Role:

We're hiring the Customer Success Project Manager to join our dynamic team at World Courier, Cencora.

The Customer Service Project Manager (CSPM) will partner with customers and World Courier teams to optimize highly complex solutions for our customer’s most critical supply chains. The CSPM will work closely with sales executives to understand individual customer needs and objectives, ensuring optimum use of the World Courier network and technology to meet those needs. Responsibilities include running customer workshops to identify objectives, configuring work instructions, statements of work, lane mapping, communication plans, training customer and World Courier teams, and managing IT integration with customer and other systems. The CSPM will act as the primary operations contact for the client during project setup and coordinate all related activities during this phase to enable World Courier Operations and Customer Solutions to flawlessly execute the supply chain on an ongoing basis. The individual may contribute to QBRs and troubleshoot complex issues as they arise.

Key Responsibilities:

• Works independently as the leading Project Manager for complex supply chain projects
• Responsible for comprehensive understanding of individual customer and industry sector supply chain requirements
• Collaborates with customers and World Courier teams to design solutions that meet complex customer needs
• Leads the supply chain setup and plans in detail to ensure flawless execution, including but not limited to:
  • Lane mapping against a standard format
  • Communication and escalation plans
  • Establishing statements of work or work instructions
  • Training client and World Courier teams on special requirements
• Sets up KPI reporting
• Project manages IT integrations to customer or other systems such as cell orchestration platforms
• Hands over to Operations and Customer Service teams once project infrastructure is in place
• Provides leverage to sales executives, especially to Global & Key Account Managers, to demonstrate the value of World Courier Service
• Differentiates the customer on-boarding experience, including on-site workshops if required
• Collaborates with Customer Success Project Managers in other regions in a Customer Success community of practice, and with Operations and Customer Service teams and others within World Courier to establish shared on-boarding processes and formats, share best practices, and deliver a consistent customer experience
• In alignment with the company's growth and direction, provides overall financial direction to manage the development of budgets, controls, and measurements to monitor progress
• Supports the Regional Bid Manager in handling bids, tenders, and complex opportunities via Salesforce, in close cooperation with global, regional, and local stakeholders
• Collaborates with and leverages the competency and capacity of the NCEE Customer Services Specialist Team to ensure local and regional readiness and ability to handle new and existing specialty business
• Performs related duties as assigned

Required Experience:

• Requires training and experience in fields such as business administration, engineering, accountancy, sales, marketing, logistics, computer sciences, or similar vocations, generally obtained through completion of a four-year bachelor's degree program or equivalent combination of experience and education. Extensive directly related and progressively responsible experience is required.
• Formal project management qualification is desirable.

Knowledge & Skills:

• Outstanding project management and consulting skills, including the ability to effectively deploy resources and manage multiple projects of diverse scope in a cross-functional environment
• Very strong analytical, conceptual, and problem-solving skills
• Ability to negotiate in conjunction with Sales on contractual terms and budget refinements
• Ability to communicate effectively both orally and in writing; able to communicate with customers, associates, and management
• Ability to work across multidiscipline work teams to learn and apply new skills and techniques to respond to business needs
• Deep knowledge and understanding of business principles, processes, and technology
• Excellent teamwork and interpersonal skills
• Consultative presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding
• Proficient with computers, including PowerPoint presentations, Excel spreadsheets, and Microsoft Outlook

What Cencora Offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

World Courier (UK) Ltd