Customer Success Manager
November 13
Description
• Oversee customer inquiries for assigned accounts to provide a positive customer experience through elite, world-class service management; acts as the subject matter expert and manages complex product development projects for contract manufactured product lines. • Partners with Sales, Operations, and other key stakeholders to set strategy for meetings, customer calls, visits, and business reviews. Manage and oversee action item completion from these interactions. Develop and execute a customer satisfaction, retention, and growth action plan for assigned accounts. • Work cross-functionally with customers and members of various functional departments within IDT to support customers’ product requirements/specifications, documentation, ordering, commercialization, and regulatory needs. Facilitate consultative sessions with SMEs on more complex support including escalations, internal coordination, and successful problem resolution. • Monitor and support customized performance metrics based on service data. Develop and execute action plans to drive progress. Create basic interactive customer dashboard providing real-time visibility to metrics and action plans across assigned accounts. • Identifies process gaps and system limitations; identifies process and account management optimizations, independently or via delegation. Facilitate ongoing Best Practices and Operational Improvements. Utilize and leverage DBS or other problem-solving tools as needed.
Requirements
• 5+ years’ experience working with leaders in a customer service role in an international, complex environment • Bachelor’s or Master's degree in a life science (biology, biochemistry, chemistry), or related field • Demonstrated ability to consistently manage multiple priorities and solve problems using critical thinking skills with attention to detail and organization • Demonstrated adaptability to execute when confronted with critical, unique, or unusual situations, or situations in which working speed and sustained attention are make-or-break aspects of the job • Demonstrated ability to maintain both a high standard of courtesy and cooperation in dealing with teammates and customers • Working experience in Biotechnology or Life Sciences industry related field (plus) • Previous experience with ERP and CRM tools, especially Salesforce and SAP (plus) • Demonstrated ability in executing continuous improvement, especially through using Lean or DBS concepts (plus)
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