Customer Success Project Manager in Looe

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This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.

THE ROLE

We're hiring the Customer Success Project Manager to join our dynamic team at World Courier, Cencora. The Customer Service Project Manager (CSPM) will partner with customers and World Courier teams to optimize highly complex solutions for our customer’s most critical supply chains. The CSPM will work closely with sales executives to understand individual customer needs and objectives, ensuring optimum use of the World Courier network and technology to meet the customer’s needs. This will encompass running customer workshops to identify objectives, configuring work instructions, statements of work, lane mapping, communication plans, in addition to training customer and World Courier teams and IT integration with customer and other systems. The CSPM will act as the primary operations contact for the client during project setup and coordinate all related activities during this phase to enable World Courier Operations and Customer Solutions to flawlessly execute the supply chain on an ongoing basis. The individual may contribute to QBRs and troubleshoot complex issues as they arise.

KEY RESPONSIBILITIES

• Works independently as the leading Project Manager for complex supply chain projects.
• Responsible for comprehensive understanding of individual customer and industry sector supply chain requirements.
• Collaborates with customers and World Courier teams to design solutions which meet complex customer needs.
• Leads the supply chain setup and plans in detail to ensure flawless execution, including but not limited to:
• Lane mapping against a standard format.
• Communication and escalation plans.
• Establishing statements of work or work instructions.
• Training client and World Courier teams on special requirements.
• Sets up KPI reporting.
• Project manages IT integrations to customer or other systems such as cell orchestration platforms.
• Hands over to Operations and Customer Service teams once project infrastructure is in place.
• Provides leverage to sales executives, especially to Global & Key Account Managers, to demonstrate the value of World Courier Service.
• Differentiates the customer onboarding experience, inclusive of on-site workshops if required.
• Collaborates with Customer Success Project Managers in other regions in a Customer Success community of practice, and with Operations and Customer Service teams and others within World Courier to establish shared onboarding processes and formats, to share best practices and deliver consistent customer experience.
• In alignment with the Company's growth and direction, provides overall financial direction in order to manage the development of budgets, controls and measurements to monitor progress.
• Supports the Regional Bid Manager in handling bids, tenders and complex opportunities via Salesforce, in close cooperation with the global, regional and local stakeholders.
• Collaborates with and leverages the competency and capacity of the NCEE Customer Services Specialist Team, to ensure local and regional readiness and ability to handle new and existing specialty business.
• Performs related duties as assigned.

REQUIRED EXPERIENCE

Requires training and experience in fields such as business administration, engineering, accountancy, sales, marketing, logistics, computer sciences or similar vocations generally obtained through completion of a four-year bachelor's degree program or equivalent combination of experience and education. Extensive directly related and progressively responsible experience. Formal project management qualification is desirable.

KNOWLEDGE & SKILLS

• Outstanding project management and consulting skills, including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment.
• Very strong analytical, conceptual and problem-solving skills.
• Ability to negotiate in conjunction with Sales contractual terms and budget refinements.
• Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates and management.
• Ability to work across multidiscipline work teams to learn and apply new skills and techniques to respond to business needs.
• Deep knowledge and understanding of business principles, processes and technology.
• Excellent teamwork and interpersonal skills.
• Consultative presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding.
• Knowledge of computers to operate effectively with PowerPoint presentations, Excel spreadsheets and Microsoft Outlook.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Cencora is committed to providing equal employment opportunity without regard to race, colour, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements.