Product Implementation & Customer Success Manager

AmerisourceBergen Services Corporation is hiring a Product Implementation & Customer Success Manager to support customer onboarding, implementation, technical adoption, and ongoing account success for healthcare technology solutions. The role coordinates with customers and internal teams to resolve issues, monitor adoption and customer health, and help customers realize value from patient services and ePrescribing workflows.

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

Requirements:

• 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 relationship and stakeholder management skills
• Strong technical curiosity and the ability to learn how customer systems, workflows, and integrations function
• Ability to understand and discuss technical concepts without needing to be the system builder or engineer
• Comfort navigating healthcare technology workflows that may include service requests, transaction-based messaging, third-party connections, and support escalations
• Strong project management and organizational skills
• Analytical mindset with the ability to identify patterns, assess issues, and translate findings into actionable next steps
• Excellent written and verbal communication skills
• Problem-solving mindset with a focus on practical, customer-centered solutions
• Ability to manage multiple priorities in a fast-paced and evolving environment
• Bachelor's degree in Business, Healthcare Administration, Information Systems, Technology, or a related field
• Experience with patient services, reimbursement support, ePrescribing, prior authorization, specialty workflows, or healthcare interoperability
• Experience working with implementation, support, or customer success platforms
• Familiarity with healthcare transaction workflows and structured message-based exchanges used in prescribing and patient access support
• Epic EHR certification or experience