Senior Manager, Customer Success & Enablement

CVS Health is committed to building a connected and compassionate health experience. The Senior Manager of Customer Success & Enablement will develop and implement customer tools and programs to enhance customer experience and support growth and retention goals.

Responsibilities:

• Design customer collateral and communications, including business updates and industry updates
• Leverage Wrike, a project management tool, to manage communication and marketing deliverables
• Act as solution owner for Highspot, the organization's enablement tool for customer content, marketing content, coaching and learning
• Be responsible for maintaining customer issue intake system and leading improvements for how we address customer needs
• Develop digital processes and tools to ensure Sales and Account Management success
• Lead the change management strategy for customer-facing tools, programs, and initiatives
• Deploy strategies to ensure all customer-facing colleagues are working together to best meet customer needs
• Ensure Salesforce.com is the source of truth for all aspects of the customer lifecycle
• Develop and deliver regular presentations to senior executives to communicate updates and project plans
• Lead and manage a project associate who will assist with deploying customer strategy and enablement projects
• Prepare Requests for Proposal from customers, ensuring Omnicare value is clearly represented in the deliverable

Requirements:

• 5 + years of healthcare work experience
• 5 + years of work experience in project management, product management, or consulting
• Exceptional problem-solving skills, with a highly analytical and inquisitive work style
• Must show keen attention to detail -- but also have the ability to see the big picture
• Excellent presentation and communication skills, including aptitude for writing, fact gathering, storytelling, and analysis
• Flexible with the ability to thrive in a changing environment
• Aptitude for using and learning new digital tools (Marketo, Wrike, Highspot)
• Experience collaborating with and supporting leaders from cross-functional teams
• Bachelor's degree in a relevant field or equivalent experience
• Customer-facing experience, ideally in Sales, implementation, or account management, and in healthcare company
• Experience implementing health care projects and programs with demonstrated results
• Strong Microsoft PowerPoint and Excel skills with ability to present projects, strategy topics, and data to senior leaders
• Salesforce operations experience with ability to advise on workflow design
• Experience with digital tools like web design platforms, marketing automation platforms, learning management software systems, etc