Customer Success Project Manager

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

We're hiring the Customer Success Project Manager to join our dynamic team at World Courier, Cencora.

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, and ensures optimum use of the World Courier network and of 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.

• Works independent as the leading Project Management 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 or 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
• Provide leverage to sales executives, especially to Global & Key Account Managers, to demonstrate the value of World Courier Service
• Differentiates the customer on-boarding 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 on-boarding processes and formats, to share best practice 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.

• 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.

• Outstanding project management and consulting skills, including the ability to effectively deploy resources and manage multiple…