Customer Success Analyst
About The Position
Customer Success manages Cardinal Health’s portfolio of commercial technologies to maximize business value and enhance customer experience. The function develops portfolio strategies and innovative solutions in partnership with business leaders, builds supporting capabilities, and improves the customer-facing experience. It analyzes customer experiences across commercial technologies and platforms, incorporating customer perspectives and data into technology design and management. The Customer Success Analyst supports clinical and commercial applications by responding to technical inquiries, diagnosing and resolving issues, and helping users work effectively with supported technologies. The role works with Product Owners, Development Teams, and Technical Account Managers to understand customer workflows, business purposes, and application architecture. It also manages and documents support requests, escalates complex issues, and provides user training. The position works Monday through Friday from 10:30 AM to 7:00 PM EST. Local applicants must be willing to work on-site at the Cardinal Health Dublin Headquarters once a week.
Requirements
- Strong analytical and project management skills.
- Strong collaboration, multitasking, and organizational skills.
- Strong oral and written English communication skills.
- Thorough knowledge of the industry and its trends.
- Willingness to work on-site at the Cardinal Health Dublin Headquarters once a week, for local applicants only.
Nice To Haves
- 2–4 years of experience.
- Associate degree in a related field or equivalent work experience.
- Expertise with Windows operating systems (all versions) and Microsoft Office.
- Hardware and networking proficiency.
- Experience with computer hardware such as tablets and printers.
- Understanding of DNS servers and basic IP routing.
- General knowledge of EDI.
- Experience with healthcare or pharmacy workflows.
- Experience with EMR/EHR, pharmacy management software, and/or healthcare billing software.
Responsibilities
- Serve as the initial point of contact for technical inquiries, explaining technical information clearly to technical and non-technical users while maintaining a customer-focused approach.
- Diagnose and resolve hardware, proprietary software, and network connectivity issues by phone and email, including guiding users through diagnostics and using remote tools.
- Configure and maintain computer systems, software applications, and peripherals; manage user accounts and access permissions and reset passwords.
- Work with Product Owners, Development Teams, and Technical Account Managers to understand business purposes, customer workflows, and application technical architecture.
- Develop and maintain technical knowledge of supported technologies and stay informed about current trends and best practices.
- Log, manage, prioritize, and document support requests and resolutions in QuickBase to track recurring issues and improve service quality.
- Escalate complex or unresolved issues to a higher-level support team when needed.
- Provide users with basic training and guidance on commercial technologies.
Benefits
- Medical, dental, and vision coverage.
- Paid time off plan.
- Health savings account (HSA).
- 401(k) savings plan.
- Access to wages before payday with myFlexPay.
- Flexible spending accounts (FSAs).
- Short- and long-term disability coverage.
- Work-Life resources.
- Paid parental leave.
- Healthy lifestyle programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
