Sr. Analyst, Customer Success

Job Description

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.

• 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.

• 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

Anticipated salary range: $ 68,500-$88,020

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well‑being.

• Medical, dental and vision…