Associate - Customer Success

Summary:

The position interacts with customers by creating value and focusing on providing an excellent customer experience with the goal of maximizing customer retention and customer life-time value. This is accomplished by mitigating regretted churn, driving increased contract value for existing customers, and improving the customer experience and customer satisfaction. The Customer Success Associate understands individual customer and industry business processes, identifies customer objectives and goals and ensures optimum use of technology to meet the customer's needs. The Customer Success Associate provides one-on-one personalized consultations, customer trainings, software system usage analysis, and technical support to the clients to create value and optimize the customer's business. This individual will act as the primary contact for assigned client and coordinate all related client service activities on behalf of both the client and the business.

Primary Duties and Responsibilities:

• Understands the customer's procedures and business in order to identify its goals and purposes to: setup software solution(s) for maximum usage and value creation and develop programs, plans, and procedures that will achieve customer goals in a systematic and efficient way

• Deploys assigned system(s) and training for new and existing clients on respective business platforms

• Performs follow-up with new customers at least as frequently as the minimum contact cadence established by internal procedures and as necessary to ensure an excellent onboarding experience

• Operates as the lead point of contact for any and all matters specific to assigned accounts

• Monitors the overall health of the customer and use of systems for all users, proactively presents findings and consults with the customer on opportunities for improvement and value creation

• Holds regular health checks, establishes quarterly business reviews, and proactively reaches out to customers to maximize retention, create value, cross-sell and up-sell, and anticipate and mitigate potential customer churn

• Detects potential software and process problems and resolves customer concerns by investigating problems, developing solutions, preparing responses, and making recommendations

• Monitors competition by gathering current marketplace information on pricing, products, new product releases, marketing techniques, etc.

• Recommends product features for potential development based on conversations with customers

• Performs other duties as assigned

Required Skills and Qualifications:

• Associate's degree or 2 years of college experience preferred

• Working knowledge of PCs and common business productivity software, including web-based services, is required

• General knowledge of veterinary hospital processes preferred

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.

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

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