Job Details

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Job Summary

The Customer Success Manager focuses on building strong relationships with customers and key stakeholders, and monitoring their experience, overseeing the escalation process and ensuring that cases are handled efficiently and effectively. They coordinate with different teams, departments, or organizations to assign, track, and communicate the status and resolution of escalated cases. They also analyze the root causes and trends of escalations, and implement preventive measures or improvements to reduce them. The role requires strong leadership skills, and the ability to navigate challenging customer interactions with professionalism and empathy, overseeing a team of highly qualified representatives, ensuring exceptional customer service and efficient resolution of complex issues.

Key Accountabilities

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
• Act as the primary point of contact for high-level customer escalations, providing expert resolution and maintaining strong client relationships.
• Manage and mentor a team of customer service representatives, focusing on handling escalated issues, complaints, and logistics disputes.
• Develop and implement strategies to improve customer satisfaction and loyalty, particularly in resolving complex issues.
• Analyze customer feedback and complaint data to identify trends, recommend process improvements, and implement corrective actions.
• Conduct regular performance reviews and provide ongoing training to team members to enhance their skills in handling complex customer issues.
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and others.
• Perform other duties as assigned

Networking/ Key relationships

• Other Client Services Teams
• North America Commercial Operations
• Marketing
• Finance
• Legal/Compliance
• Operations & Manufacturing
• HR

Minimum Knowledge & Experience required for the position:

• Education: Bachelor's degree required in in Customer Success, Business Administration, Sales, or related field, or equivalent experience
• Experience:
  • Minimum 6 years related experience in Customer Success, Customer Service, Business Development, Sales, or related field
  • Prior experience growing, training and supervising a customer service/success team
• Additional skills/knowledge:
  • Proficiency knowledge of Microsoft office System, including Word, Powerpoint,Excel
  • Knowledge of SAP ERP preferred
  • Experience with CRM software and data analysis tools
  • Excellent verbal and written communication skills
  • Fluency in English. French is a plus

Skills & Capabilities:

• Demonstrated leadership and team management abilities
• Problem-solving skills with a focus on customer satisfaction
• Ability to work collaboratively across departments
• Proven ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities
• Confident decision making and conflict resolution
• Proven experience building strong customer relationships and efficiently communicating internal and external voices
• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences

Travel requirements: Occassional travel may be required.

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact ...@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com