Manager, WaveMark Customer Success

$103,500 - $155,295/Yr

Cardinal Health - Lincoln, NE

Full-time - Manager

Remote - Lincoln, NE

Merchant Wholesalers, Nondurable Goods

About the position

The Manager, WaveMark Customer Success is responsible for leading the Customer Support team at Cardinal Health, ensuring a superior customer experience throughout the customer lifecycle. This role involves overseeing various support levels, managing processes, and collaborating across teams to drive quality outcomes for WaveMark customers. The position requires a focus on continuous improvement, adherence to service level agreements, and fostering a strong team culture.

Responsibilities

• Support the strategic direction of WaveMark and provide leadership to the Customer Support team.
• Work collaboratively across organizations to drive quality, successful and efficient outcomes for WaveMark customers.
• Build a strong team environment, culture of teamwork, collaboration, continuous improvement, and customer service excellence.
• Recruit, hire, develop and maintain a high performing team.
• Provide leadership, management, and oversight of the Level I, Level II, and Level III teams.
• Develop and manage account management processes and tools, creating technical documentation for troubleshooting complex support issues.
• Drive increased efficiencies in case resolution processes.
• Define, measure, and ensure compliance with established service level agreements for time and quality of case resolution.
• Maintain focus on continuous improvement activities and effectively partner cross-functionally to drive continuous improvement of customer support.
• Champion adherence to policies, procedures, and security protocols for the protection of Cardinal Health, the WaveMark business, and our customers.
• Establish effective practices, tools, and standards for communicating information to relevant WaveMark teams and cascading guidance to Customer Support staff.
• Collaborate with the Director and Senior Managers of Customer Success to ensure wrap-around support for all levels of customer stakeholders at all stages of their WaveMark journeys.
• Cultivate expertise with all aspects of the WaveMark solution, including both core existing functionality and new features as they are released, and foster competency within the team.
• Work collaboratively with internal and external teams including Operations, Customer Service, and Engineering during the deployment process.

Requirements

• Bachelor's degree or equivalent work experience preferred.
• Experience with Software as a Service (SaaS) customer support strongly preferred.
• Proficiency using SalesForce reporting and management tools to measure improvement, identify issues, and streamline team performance.
• Experience in customer service support, account consulting, or healthcare supply chain preferred.
• Minimum 5 years managing remote teams with accountability for large, complex organizations preferred.
• Advanced knowledge and understanding of project management methodologies and relevant clinical and IT operations.
• Experience guiding customers through solution adoption and change management.
• Demonstrated ability to develop and communicate complex concepts & strategy in a clear and concise manner to a variety of audiences, including senior leadership.
• Proven leadership capabilities, including ability to manage diverse personalities/skill sets in a changing environment.
• Strong written and verbal communication skills at all levels of an organization.
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word).
• Customer success, problem solving, and analytical skills required.
• Experience in change management or Lean Six Sigma background preferred.
• Experience delivering large scale solutions.

Nice-to-haves

• Experience in change management or Lean Six Sigma background preferred.

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs