Sr. Analyst, Customer Success

Cardinal Health

About The Position

What Customer Success contributes to Cardinal Health Commercial Technologies manages the enterprise's portfolio of commercial technologies to maximize the business value of the technologies and enhance the customer experience. This function creates strategies for the portfolio and innovative solutions based on relationships with business leaders, develops back-end solutions and capabilities, and improves the front-end experience. Customer Success analyzes customer experiences on the company's commercial technologies and platforms and integrates customer perspectives and data into the design and management of commercial technologies. This job family interfaces with Customer Service and Marketing teams to gather and represent the voice of the customer and recommends enhancements to commercial technologies based on insights, working closely with User Experience Design professionals. The Customer Experience Engineer supports various clinical applications, translates business requirements into technical specifications, maintains relationships with the development and business teams, and drives standard business processes. The engineer should understand business priorities and the relative importance of their projects. This engineer should be able to identify multiple approaches to problem solving and recommend the best-case solution. Furthermore, an engineer must possess strong technical acumen with the ability to translate information and research into non-technical language as necessary to effectively communicate across teams, customers, and clients.

Requirements

2-4 years of experience, preferred
Bachelor's degree in related field, or equivalent work experience, preferred
Must be flexible with being in office based on location or team needs
Must participate in testing activities outside of normal working hours
Must be willing to visit customer sites
Windows OS (all versions) and Microsoft Office expert, preferred
Hardware and Networking proficiency, preferred
Experience with tablets and printers
Understanding of DNS server and basic IP routing, preferred
Windows Server (Server 2008 and up) familiarity preferred
General knowledge of EDI
Experience with healthcare or pharmacy workflows or IT software, preferred
Experience with EMR / EHR, pharmacy management software, and/or healthcare billing software, preferred
Ability to communicate free of technical language to the business and end-user
Demonstrate strong analytical and project management skills
Demonstrate IT knowledge and expertise in the areas being developed or enhanced
Strong collaboration, multi-tasking, and organization skills
Strong oral and written English communication skills
Demonstrate thorough knowledge of the industry and trends
Applies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasks
Works on projects of moderate scope and complexity
Identifies possible solutions to a variety of technical problems and takes action to resolve
Applies judgment within defined parameters
Receives general guidance and may receive more detailed instruction on new projects
Work reviewed for sound reasoning and accuracy

Responsibilities

Assist frontline analysts with escalation and resolution of complex technical issues reported by customers
Interact with Product Owners and Development Teams to become proficient with both business purpose and customer workflows as well as the backend technical architecture of our applications.
Proactively develop and maintain technical knowledge in specialized area(s), remaining up to date on current trends and best practices
Translate requirements, produce feasibility reports and design solutions to improve productivity and efficiency
Manage flow of data between Cardinal Health, its customers and other 3rd Party vendors.
Coordinate and report on project progress, obstacles and accomplishments to key Business and IT stakeholders.