Corporate Customer Success Manager

About the role

The role of the Corporate Customer Success Manager is to solve lasting customer problems, establish a sustainable competitive advantage, retain and foster customer loyalty, and devise a strategic approach to enhance profitability from clients. This entails implementing standardization and process enhancements to establish a benchmark for excellence within the Customer Success Department (CX).

Responsibilities

• Champion the establishment of a customer-centric culture within the organization.
• Create a comprehensive, holistic understanding of the customer by gathering insights from various touchpoints.
• Identify and address gaps or weaknesses in the customer experience (CX) across all stages of the customer journey.
• Devise a customer-focused strategy that drives revenue growth and enhances business success.
• Provide support and guidance to frontline teams to ensure optimal delivery of customer experience.
• Demonstrate and communicate the positive impact of CX efforts to top-level executives and stakeholders.
• Enhance product development by actively listening to customer feedback and insights.
• Develop training programs and resources for both new and existing CX employees to improve their skills and knowledge.
• Streamline best practices in utilizing LIMS, Client Connect, and Salesforce for efficient CX operations.

Requirements

• Bachelor’s degree or equivalent work experience in Chemistry, Biology or a related field of study.
• A general knowledge of testing methods or scientific process (within the appropriate market) obtained from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical or direct relevant laboratory experience is preferred to provide support to the clients of the company.
• Advanced degrees preferred.
• A minimum of 5 years of related industry experience.
• Prior customer service experience.
• Prior experience working in a laboratory and/or relative industry.
• In-depth technical understanding of industry or subject area.
• Excellent customer service skills, to include strong verbal and written communication skills.
• Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others.
• Deep knowledge of concepts and terminology commonly used within the industry.
• A thorough knowledge of Laboratory Information Management (ELEMENT) and Customer Relationship Management (CRM) software systems are required to complete data entry and result searches for the client.
• General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database.
• Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role.
• Demonstrated ability to effectively plan, organize and lead projects.
• Desire to work collaboratively with clients and internal staff teams to achieve common goals.
• Flexibility to travel to various locations across the network to provide support to the CX department.

Qualifications

• Minimum of 5 years of related industry experience.
• Prior customer service experience.
• Prior experience working in a laboratory and/or relative industry.
• In-depth technical understanding of industry or subject area.
• Excellent customer service skills, to include strong verbal and written communication skills.
• Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others.
• Deep knowledge of concepts and terminology commonly used within the industry.
• A thorough knowledge of Laboratory Information Management (ELEMENT) and Customer Relationship Management (CRM) software systems are required to complete data entry and result searches for the client.
• General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database.
• Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role.
• Demonstrated ability to effectively plan, organize and lead projects.
• Desire to work collaboratively with clients and internal staff teams to achieve common goals.
• Flexibility to travel to various locations across the network to provide support to the CX department.

Skills

• Customer Service Skills
• Technical Knowledge
• Project Management
• Training Development
• Software Utilization (LIMS, Client Connect, Salesforce)

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Disability
• Generous Paid Time Off including vacation, holidays and flextime
• A wellness program
• Referral bonus
• Tuition reimbursement

Pay

Competitive pay is offered based on experience and qualifications.

Schedule

Flexible schedule is available to accommodate the needs of the position and the client base.