Digital Product Customer Support

Job DescriptionCVS Health is embarking on a bold digital agenda to transform health care and empower millions of customers on their path to better health. We are creating innovative digital solutions that will make health care more accessible, more integrated and more reliable for more people, online and in our stores. We are looking for passionate, driven people who want to join a high energy and growing team to make a difference in customers' lives and who want to be on the ground floor of digital innovation that aims to reinvent what a pharmacy and a health care company can be.The Digital Customer Success Senior Manager, B2B COVID-19 Testing is part of the Retail Digital Portfolio Office (which includes ecommerce, app/account, loyalty, health services, APIs, and more), responsible for cross-portfolio alignment of product roadmap, investment funding as well as external PMO and Business Unit initiatives. This role is responsible for providing digital support, subject matter expertise, and guidance for multiple complex, enterprise clients. This is an instrumental, client-facing role supporting B2B and cash pay COVID-19 testing that generates business value to the organization and provides employers with a configurable COVID-19 testing and return-to-worksite solution for ongoing business continuity. Accountable for providing digital support to clients including product overviews, enhancements, and customization requests. In order to perform the role, they are expected to collaborate very closely with internal teams including Digital, Sales, and Operations in a fast-paced environment.Job Responsibilities• Engage with BU partners on a regular cadence (join team meetings, hold small group meetings, participate in BU roadmap and problem-solving meetings, etc.) to ensure product office can accurately reflect current business priorities• Coach & influence BU partners to focus on the business challenge; the opportunity or problem and the measurement that will show progress toward realizing the opportunity or mitigating the problem. • Translate this knowledge into rolling 4 quarter roadmaps, which will be published monthly • Review and align the rolling 4 quarter roadmaps with product leaders, in preparation for monthly product review meetings; provide the "voice of the Business Unit" to the product teams to inform prioritizing decisions• Ensure monthly results and roadmap are in a constant state of readiness to share with client sales teams, BU partners, Enterprise leaders, marketing teams and other key stakeholders• Provide product demos, when required• Drive follow up and action from monthly product meetings• Provide BU program sponsors and PMOs with information on progress and milestones from scrum teams and ARTs in a clear measurable way that provides visibility to progress • Meet with BU marketing leaders to ensure alignment and partnership to drive digital adoption plans• Serve as epic owner for some pieces of work when needed, particularly early in the funnel to define the epic hypothesis statement and lean business case in partnership with business partner, digital product and finance. May include cross-portfolio impacts around things like Compliance or Accessibility.Required Qualifications5+ years of work experience, with strong preferences for experience in management consulting, program / project management, implementation, customer success, and key account sales.5+ years of B2B support experience with National Accounts / Key Clients.Preferred Qualifications Strong communicator, both verbal and written, with executive presence and the ability to influence across functions and at all levels of an organization Demonstrated presentation skills and ability to develop clear narratives out of complex ideas and circumstances Highly organized and able to provide positive leadership across multiple cross-functional teams in a fast-paced, complex working environment Demonstrated project management skills with an emphasis on tracking and measuring multiple work streams and summarizing into concise status updates for an executive audience Demonstrated organized, detail-oriented, and structured thinking and execution, with the ability to manage multiple tasks simultaneously and adjust priorities as needed in order to meet deadlines, demonstrating a high level of independent judgment and proactivity Analytical mindset Flexible, passionate, curious way in the worldPreferred: Master's/Advanced DegreeEducationRequired: Bachelor's Degree or equivalent work experienceBusiness OverviewAt CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.