CTS Customer Success Coordinator

External

Mckesson · TX, Irving

Full-timeOn-siteToday

Clinical TrialsComplianceCRMCross-functional CollaborationDocumentationForecasting

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About the role

We are seeking a detail-oriented and customer-focused Customer Success Specialist to join our Clinical Trial Solutions (CTS) team. This role serves as a primary point of contact for an assigned customer portfolio, responsible for coordinating order fulfillment activities, supporting customer outcomes, and ensuring accurate execution across internal teams. The Customer Success Specialist operates with moderate independence, executing established processes while applying judgment to resolve non-routine issues, escalate risks, and maintain alignment across stakeholders. This role plays a critical part in driving customer satisfaction, retention, and operational excellence.

Responsibilities

Customer Success & Relationship Support

Serve as the day-to-day contact for assigned customers, ensuring timely communication, accurate execution, and alignment with service expectations

Support customer relationships by coordinating across internal teams (e.g., Procurement, Operations, Account Management) to deliver on client needs

Proactively identify, communicate, and escalate service risks, fulfillment issues, or data discrepancies to ensure timely resolution

Provide updates, status tracking, and issue follow-through to deliver a consistent, high-quality customer experience

Partner with CTS Account Management to support broader client objectives and ongoing initiatives

Order Coordination & Execution

Intake, validate, and process customer requests in alignment with established procedures and compliance requirements

Perform quality assurance checks on order data to ensure accuracy prior to fulfillment

Maintain accurate documentation of customer requests, approvals, and escalation paths within internal systems

Execute defined workflows while applying judgment to resolve inconsistencies or incomplete information

Pipeline Tracking & Reporting

Track and maintain pipeline activity for assigned accounts, ensuring CRM (SFDC) reflects accurate and up-to-date information

Support revenue forecasting processes by maintaining data accuracy and identifying potential risks or gaps

Generate routine reporting on customer activity, pipeline status, and operational performance

Identify trends or recurring issues within assigned portfolio and escalate insights to leadership

Cross-Functional Collaboration & Business Support

Collaborate with internal partners (e.g., Data Insights, Procurement, Implementation teams) to ensure seamless execution

Support business initiatives aligned to CTS growth, operational efficiency, and customer experience

Identify opportunities to improve workflows, data accuracy, and customer processes; contribute to continuous improvement efforts

Support execution of small-scale initiatives or process enhancements, partnering with leadership and cross-functional teams

CTS Customer Success Coordinator

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Company Intel

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