Description

About You – experience, education, skills, and accomplishments…

  • Bachelor's degree AND/OR equivalent work experience in Life Sciences and/or Healthcare areas
  • 5+ year(s) of Customer Care, Customer Service, Technical Support, Product Management, Customer Success or Account Management Experience within the life sciences and healthcare industries
  • Stakeholder management experience
  • Working knowledge of Microsoft Office: Outlook, Word and Excel

 

It would be great if you also had…

  • Experience in training and mentoring others
  • Ability to work through customer conflict and provide resolution using provided guidelines and judgment
  • Ability to be adapt to accommodate customer and business needs
  • Ability to establish priorities, manage work independently, and meet deadlines
  • Should have strong analytical and decision-making skills
  • Proven track record in leading projects and collaborating cross functionally
  • Working knowledge of a large-scale CRM, such as SalesForce, is a major plus

 

What will you be doing in this role?...

  • Active involvement in the management of 'at risk' customers and may act as an internal and/or external point of contact for high value customer escalations
  • Actively participates in product discussions, working closely to optimize the customer experience and as needed to develop support and implementation procedures for new products and releases.
  • Acts as a voice of the customer and report customer feedback to contribute to organizational learning. Ensures the best practices related to product topics learnt from the customer feedback are coordinated and followed-up across the organization and with the customer.
  • Acts as direct escalation & consultation resource point to Product Specialists and Customer Care Advisors, supporting them with peer reviews, effective coaching and mentorship for non-standard customer queries
  • Leads knowledge management activities which may include the activities related to the creation and ownership of the knowledge base
  • Proactive in identifying and implementing any potential operational improvement opportunities and coverage gaps and sharing updates to the support Team/other Stakeholders. 

Education

Bachelor's degree