Manager, Commercial Technologies Management

Cardinal Health

Manager, Commercial Technologies overseeing customer onboarding for OptiFreight's technology platforms. Leading technical account management, ensuring successful customer engagements and satisfaction.

Posted 6/4/2026full-timeDublin • Ohio • 🇺🇸 United StatesSeniorLead💰 $105,100 - $165,110 per yearWebsite

Tech Stack

Tools & technologies

ITSMReactServiceNow

About the role

Key responsibilities & impact

Own the end-to-end onboarding journey for new customers and migrations from legacy platforms, ensuring fast, high-quality go-lives.
Continuously refine onboarding playbooks, implementation SOPs, and training materials to reduce time-to-value and scale team capacity.
Define and track onboarding KPIs including time-to-go-live, onboarding completion rate, and early customer satisfaction signals.
Drive proactive account management practices: identify at-risk customers early, coordinate internal resources, and intervene before issues escalate.
Establish a customer health framework with leading indicators that enable the team to act on signals rather than react to complaints.
Serve as an escalation point for complex post-go-live technical issues and act as the primary communication hub during service outages (SRT events).
Partner with Sales during discovery and pre-sale to assess technical feasibility, understand customer business needs, and set accurate expectations.
Ensure the team translates customer requirements into scoped, achievable implementation plans — setting Sales and customers up for successful onboarding.
Lead, mentor, and develop a team of technical consultants and product systems analysts.
Balance team capacity between long-term implementation projects and daily escalation workflows (ServiceNow), ensuring neither is deprioritized.
Build a team culture rooted in customer empathy, technical credibility, and continuous improvement.
Act as the primary liaison between Sales, Tier 1 Customer Care, Tier 3 Engineering, and external vendors (WiseTech, Key Software).

Requirements

What you’ll need

Bachelor’s degree in related field, or equivalent work experience, preferred
8-12 years of experience, preferred
3–5+ years leading Technical Account Management, Customer Success, or Technical Onboarding teams in a SaaS or technology platform environment, preferred
Demonstrated track record of improving time-to-value and customer health metrics at scale.
Experience managing complex software onboarding and migration programs, including requirements gathering, system configuration, user training, and post-go-live support
Comfortable balancing project-based implementation work with reactive escalation management (ITSM tools such as ServiceNow)
Strong cross-functional communicator — equally effective with Sales, Engineering, and executive stakeholders
Domain experience in logistics, supply chain, transportation management, or healthcare technology strongly preferred
Ability to travel 5-10%

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

onboardingmigrationKPI trackingrequirements gatheringsystem configurationuser trainingpost-go-live supportproject managementtechnical account managementcustomer success

Soft Skills

leadershipmentoringcommunicationcustomer empathycontinuous improvementcross-functional collaborationproblem-solvingteam capacity balancingproactive account managementescalation management