Corporate Customer Success Manager

About Microbac

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients worldwide, offering laboratory solutions to the life science, food and nutrition, and environmental industries. The company serves clients with expertise and respect for their market requirements, constraints, and challenges, embodying a commitment to exceptional customer experience refined over nearly 50 years of trusted analytical and measurement experience. Through a network of laboratories, offices, and field services, Microbac offers the flexibility to meet unique client, project, and scope requirements. As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance, with a diverse work portfolio including broad accreditation offerings and tested insights across environmental, food and nutrition, and life science markets.

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.

Minimum Qualifications

• 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.
• Proficient understanding of regulatory requirements, common practices and trends as they relate to 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 is required.

Working Conditions and Physical Requirements

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Regularly required to use hands to finger, handle, or feel objects, tools; talk or hear.
• Occasionally required to stand, walk, and sit.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include color vision and depth perception.

Working Conditions

• General office environment with moderate noise level.
• May require travel up to 50% to locations across the network in supporting the CX department.