Senior Manager, Customer Success & Enablement

CVS Health • New York, NY

6d • Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Customer Success & Enablement team at Omnicare is responsible for enacting and operationalizing our customer strategy. This multi-faceted work aims to improve how Omnicare services its b2b and b2c customers. By developing tools and programs for both our internal teams and customers to leverage, this lead and the larger team will affect growth and retention. The Senior Manager of Customer Success will be responsible for the development, implementation, and ongoing maintenance of these customer tools and programs to ensure an optimal customer experience. This individual will work collaboratively with business partners across Omnicare to identify and implement medium to large sized projects that support achievement of retention and growth goals. The role will report directly to the Director of Customer Success.

Requirements

• Exceptional problem-solving skills, with a highly analytical and inquisitive work style
• Must show keen attention to detail -- but also have the ability to see the big picture
• Excellent presentation and communication skills, including aptitude for writing, fact gathering, storytelling, and analysis
• Flexible with the ability to thrive in a changing environment
• Aptitude for using and learning new digital tools (Marketo, Wrike, Highspot)
• Experience collaborating with and supporting leaders from cross-functional teams
• 5 + years of healthcare work experience
• 5 + years of work experience in project management, product management, or consulting
• Bachelor’s degree in a relevant field or equivalent experience

Nice To Haves

• Customer-facing experience, ideally in Sales, implementation, or account management, and in healthcare company
• Experience implementing health care projects and programs with demonstrated results
• Strong Microsoft PowerPoint and Excel skills
• Salesforce operations experience
• Experience with digital tools like web design platforms, marketing automation platforms, learning management software systems, etc.

Responsibilities

• Design customer collateral and communications, including business updates and industry updates
• Leverage Wrike, a project management tool, to manage communication and marketing deliverables
• Act as solution owner for Highspot, the organization's enablement tool for customer content, marketing content, coaching and learning
• Be responsible for maintaining customer issue intake system and leading improvements for how we address customer needs
• Develop digital processes and tools to ensure Sales and Account Management success
• Lead the change management strategy for customer-facing tools, programs, and initiatives
• Deploy strategies to ensure all customer-facing colleagues are working together to best meet customer needs
• Ensure Salesforce.com is the source of truth for all aspects of the customer lifecycle
• Develop and deliver regular presentations to senior executives to communicate updates and project plans
• Lead and manage a project associate who will assist with deploying customer strategy and enablement projects
• Prepare Requests for Proposal from customers, ensuring Omnicare value is clearly represented in the deliverable

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level