Product Implementation & Customer Success Manager

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

The Product Implementation & Customer Success Manager is responsible for supporting customer onboarding, implementation, technical adoption, and ongoing account success for healthcare technology solutions that support patient services and ePrescribing workflows.

This role serves as a key point of contact for customers and internal teams, with a strong focus on understanding each client’s technical environment, operational workflows, and service model. The ideal candidate brings a combination of customer relationship skills, operational awareness, and technical curiosity - someone who wants to understand how customer systems, integrations, message flows, and configuration decisions support patient access and prescribing workflows.

Working cross-functionally with Product, Sales, Operations, Support, and Technical teams, this role helps ensure customers are successfully implemented, supported through issue resolution, and positioned to realize value from technology-enabled services.

Key Responsibilities

• Lead customer onboarding and implementation efforts for healthcare technology and patient services solutions, ensuring timely and successful deployment.

• Partner with customers to understand their business goals, operational processes, patient support model, and technical requirements.

• Develop a working knowledge of each customer’s technical infrastructure, including integrations, system setup, workflow dependencies, and customer-specific configurations.

• Support solutions tied to patient services, ePrescribing, electronic prior authorization, and related healthcare technology workflows.

• Serve as a primary point of contact during implementation and post-launch support, helping coordinate customer needs across internal teams.

• Build familiarity with how data moves between customer systems, internal platforms, and third-party healthcare technology partners to better support troubleshooting and optimization.

• Collaborate with Product, Operations, Support, and Technical teams to resolve issues, manage dependencies, and improve customer outcomes.

• Help identify whether customer issues are operational, technical, workflow-based, integration-related, or driven by external trading partner behavior.

• Monitor customer health, implementation progress, support trends, and adoption patterns to identify risks and opportunities.

• Document customer-specific workflows, technical considerations, business rules, and support needs to improve continuity and internal knowledge sharing.

• Support ongoing enhancement discussions by helping customers understand existing capabilities, future roadmap opportunities, and practical approaches to workflow improvement.

• Provide a high level of responsiveness and partnership in a healthcare environment where accuracy, continuity, and patient/provider experience matter.

• Experience in Technical Account Management, Customer Success, Product Implementation, Healthcare Technology Support, Project Management, or Account Management.
• Experience supporting healthcare technology products, patient services platforms, ePrescribing solutions, or related operational systems.
• Proven track record managing customer onboarding, implementation, adoption, and ongoing account support.
• Experience working across cross-functional teams and multiple stakeholders in complex environments.

• Strong customer…