Recruiting.com

Director – Customer Systems and Maintenance Support

Recruiting.com

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $124,000 - $190,850 per year

Job Level

Lead

About the role

  • Directly manages the License Renewal, Corporate Customer Maintenance, and Data Governance teams' execution customer solution implementations, training and complex issue resolution
  • Manages and facilitates a variety of special projects, including enterprise strategic initiative (from business case through implementation) as assigned by the VP of Customer Systems and Maintenance Support ensuring successful completion
  • Proactively identifies potential risk(s) associated with initiatives/objectives; develops and implements strategies to mitigate identified risks; manages issue resolution process
  • Responsible for Data Quality and Audits to support enhanced customer maintenance and onboarding support
  • Responsible for management of product access to our customers for a portfolio of Cencora’s specialty business Productivity
  • Develops metrics, tracks activity, and defines solutions to improve productivity and the customer experience
  • Manages the overall performance of staff members to ensure compliance with goals, policies and practices and approved Customer Systems and Maintenance Support (CSMS) processes
  • Collaborates with process team in the development, review and continuous improvement of CSMS policies, procedures and service standards, including process and policy development and documentation
  • Identifies and investigates opportunities to standardize/improve processes as well as implement system enhancements for the areas that are supported by the team
  • Provides subject matter expertise regarding customer-facing processes and solutions in support of ABDC and/or Sales Shared Services initiatives
  • Subject matter expert for development of CSMS training program including both onboarding of new associates as well as continuous education for system enhancements and identified best practices
  • Responsible for enforcing standards and coaching associates

Requirements

  • Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor's degree program and equivalent combination of experience and education
  • Normally requires six (6) years directly related and progressively responsible experience
  • Ability to communicate effectively both orally and in writing
  • Strong analytical and problem-solving skills
  • Through knowledge and understanding of business principles, processes and technology
  • Strong technical understanding of support technologies, contact methods (phone, email, knowledge base, virtual agent), measurement systems and training programs
  • Ability to exercise independent judgment and creative problem-solving techniques in a highly complex environment using leading-edge technology
  • Demonstrated capability to staff and develop high performing teams
  • Strong organizational skills; attention to detail, exceptional project management skills
  • Ability to execute large-scale projects from design through implementation
  • Ability to present and discuss technical information in a manner that establishes understanding for technical and non- technical audiences
  • Excellent analytical, conceptual and problem-solving skills to evaluate technical problems and apply knowledge to identify appropriate solutions
  • Ability to resolve associate issues effectively and efficiently
  • Strong computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and PowerPoint
  • Master data management experience preferred
  • Process improvement background preferred (i.e. Lean Six Sigma)
  • Strong interpersonal skills