MWI - Manager, Customer Onboarding & Integration

$70,400 - $100,760/Yr

Cencora Limited - Conshohocken, PA

Full-time - Mid Level

Conshohocken, PA

About the position

At Cencora, we are dedicated to creating healthier futures, and our team members are at the heart of everything we do. The Customer Onboarding and Integration Manager plays a crucial role in this mission by developing, documenting, and implementing a standardized onboarding and integration approach that ensures a consistent customer experience throughout all phases of the process, including pre-implementation, implementation, and ongoing support. This position requires collaboration with various teams such as sales, operations, sourcing, IT, marketing, and finance to effectively assimilate new customers into our systems and processes. The primary responsibilities of this role include coordinating strategic guidance and high-level vision for future-state design through facilitation activities with internal stakeholders. The manager will work to understand current processes, identify gaps, and determine business requirements to support the delivery of end-to-end business processes. Additionally, the manager will partner with internal and external resources to develop, implement, and monitor customer conversion strategies and plans, ensuring a consistent message to customers and a unified approach. The Customer Onboarding and Integration Manager will also be responsible for establishing and implementing reporting metrics to provide visibility into customer onboarding and integration activities, liaising with cross-functional teams, and providing direction on various business issues. This role requires a strong focus on continuous improvement, as the manager will review and modify existing materials and processes, recommend modifications, and contribute to initiatives aimed at gaining efficiencies and improving service levels. Furthermore, the manager will act as the escalation point for project tracking and ensure that milestones are met while addressing any issues that arise during the onboarding process.

Responsibilities

• Develop, document, and implement a standardized onboarding and integration approach.
• Coordinate strategic guidance and high-level vision for future-state design through facilitation activities with internal stakeholders.
• Partner with internal and external resources to develop, implement, and monitor customer conversion strategies and plans.
• Identify, develop, and maintain documentation to support the onboarding and integration process.
• Establish, develop, and implement reporting metrics for customer onboarding and integration activities.
• Liaise with cross-functional teams, customers, and suppliers to support planning and execution of onboarding activities.
• Provide direction and input on business issues to business development, sales, and leadership teams.
• Lead and advise sales on customer requirements and deliver comprehensive implementation plans.
• Develop and maintain strong working relationships with internal business partners to improve onboarding processes.
• Review, evaluate, and modify existing materials and processes for continuous improvement opportunities.
• Act as the escalation point for project tracking and ensure milestones are met.
• Manage customer onboarding, integration, and maintenance processes to ensure deliverables are met.
• Communicate project status to stakeholders and track progress toward established goals.
• Act as point-of-contact for contract support and compliance across business segments.
• Help prioritize onboarding and integration work by managing resource conflicts and interdependencies.
• Conduct performance evaluations of associates within the department.

Requirements

• Bachelor's degree in business administration, sales, marketing, or a related field, or equivalent experience.
• Five or more years of experience in customer implementation or related fields.
• Demonstrated ability to build rapport and relationships with customers and business partners.
• Strong interpersonal skills to operate effectively in a team environment across multiple groups.
• Proven ability to communicate effectively both orally and in writing.
• Exceptional project management and organizational skills.
• Experience in organizing, planning, and executing large-scale projects from vision through implementation.
• Methodical, business process-oriented mindset with high detail-orientation.
• Ability to assess and act on changing priorities quickly.
• Demonstrated consultative skills and ability to facilitate groups to consensus.
• Strong decision-making and problem-solving skills.

Nice-to-haves

• Experience in the veterinary or healthcare industry.
• Familiarity with Microsoft Office Suite, including PowerPoint, Excel, Word, and Project.

Benefits

• Medical, dental, and vision care.
• Backup dependent care support.
• Adoption assistance and infertility coverage.
• Family building support and behavioral health solutions.
• Paid parental leave and paid caregiver leave.
• Training programs and professional development resources.
• Opportunities to participate in mentorship programs and employee resource groups.