Value Realization Manager, Customer Onboarding

Cencora is a healthcare company focused on creating healthier futures and improving the lives of people and animals. The Value Realization Manager guides customers through onboarding, adoption, and ongoing value assessment while measuring outcomes, gathering feedback, and partnering with Product, Operations, and Customer Success teams to improve the customer experience.

Responsibilities:

• Guide customers through onboarding activities and adoption milestones
• Conduct onboarding sessions, customer training, and solution orientation meetings
• Help customers establish success goals, use cases, and desired business outcomes
• Ensure customers understand solution capabilities, workflows, and best practices
• Support customers during their transition from implementation into operational use
• Partner with customers to define measurable success criteria and key performance indicators (KPIs)
• Track and monitor adoption, utilization, and outcome metrics
• Document and report customer achievements, business impacts, and realized value
• Assist in developing customer success plans and value realization reports
• Identify opportunities to improve adoption and increase customer outcomes
• Collect, document, and synthesize customer feedback regarding product functionality, usability, and overall experience
• Identify common trends, challenges, and enhancement requests across the customer base
• Serve as a liaison between customers and Product teams by translating customer feedback into actionable insights
• Participate in regular customer meetings, surveys, user groups, and feedback initiatives
• Help validate new product features and enhancements by gathering customer input
• Build strong working relationships with customer stakeholders and end users
• Conduct regular check-ins to assess adoption progress and satisfaction
• Respond to customer questions and connect customers with appropriate internal resources when needed
• Escalate risks, concerns, or adoption challenges to appropriate teams and own closing the loop with the customer
• Partner with Customer Success counterparts in the business units to align and work on plans across all stakeholders working with the customer
• Maintain accurate customer data, outcome tracking, and feedback documentation
• Contribute to onboarding guides, playbooks, customer-facing resources, and adoption best practices
• Support internal reporting on customer outcomes, adoption trends, and satisfaction metrics
• Recommend process improvements based on customer experiences and feedback

Requirements:

• 4+ years of experience in Customer Success, Customer Experience, Account Management, Value Realization, Product Adoption, or related customer-facing roles
• Experience onboarding customers and supporting software, digital, or service-based solutions
• Experience in healthcare, pharmaceutical, technology, SaaS, or digital product environments
• Familiarity with customer success methodologies and adoption frameworks
• Strong analytical skills with the ability to measure and communicate customer outcomes
• Experience gathering and synthesizing customer feedback
• Excellent communication, presentation, and relationship-building skills
• Strong organizational skills and attention to detail
• Experience using customer success platforms, CRM systems, survey tools, or analytics platforms
• Knowledge of outcome measurement, user adoption metrics, and customer journey mapping
• Certified Associate in Project Management (CAPM), Scrum Fundamentals Certified (SFC), or equivalent certification preferred