Customer Implementation Specialist - Avendra

The Customer Implementation Specialist is responsible for successful enrollment and concurrent implementation of assigned new customers, effectively monitoring onboarding milestones, troubleshooting issues, and coordinating internal and external efforts to ensure new customers receive timely training, engage with suppliers and successfully ramp up purchasing through Avendra’s programs. The Specialist will act as the liaison between Business Development, Account Management, Field Support, Avendra suppliers and customer contacts.

This position is hybrid based out of Rockville, Maryland.

Primary Responsibilities:

• Customer Relationship development – Cultivate client level relationships from business development through successful onboarding and transition to the Account Management team.
• Monitoring onboarding progress – Track and manage assigned new sales client portfolios through onboarding milestones and spend ramp targets.
• Identify and troubleshoot issues to completion, providing status updates to the client and Business Development team.
• Solicit internal Avendra resources and/or external Supplier resources as needed to ensure process milestones are met.
• Work to decrease cycle time.
• Milestone & Goal Achievement – Ensure that implementations achieve milestones on time and meet or exceed spend ramp goals.
• Maintain accurate customer records in company database (namely eRM)

Secondary Responsibilities:

• Enrollment processing for special exception onboarding and liaison for supplier engagement
• Coordinate and conduct training calls for some properties, as needed.
• Improvement Opportunity Identification – Identify potential opportunities for continuous improvement of communication templates, tools, training materials, brochures, reports, and related processes, etc.

Qualifications:

Primary Competencies:
•    Planning and organization
•    Problem solving
•    Taking initiative
•    Results orientation
•    Effective written and oral communication
•    Relationship building

Other Duties:  Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Work Environment: This job operates in an office setting.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: This is largely a sedentary role with some light lifting of files possibly needed.

Role Requirements
•    Excellent communication and client management skills
•    Solid Project Management skills
•    Strong organizational skills and attention to detail 
•    Advanced skills in MS Office software especially PowerPoint, Word and Excel

Overnight Travel Requirements: Type: None

Years of Relevant Experience: 2-4 years of experience

Education Requirements:  BS/BA in relevant field or equivalent years’ experience