Customer Success Manager
il y a 2 jours
IDT is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
We are currently looking for a Customer Success Manager (remote). In this role, you will have the opportunity to:
Collaborate with Sales, Operations, and other functions to develop and execute upon a customer satisfaction, retention and growth action plan for assigned accounts.
Partners with Sales, Operations, and other functions to set strategy for meetings, customer calls, visits, and business reviews. Manages and oversees action item completion from these interactions.
Works cross-functionally with customers and members of various functional departments within IDT to support customer ’s product requirements/specifications, documentation, ordering, commercialization, and regulatory needs.
Deliver high impact training, education, on
- boarding, and optimization/work-flow activities to drive customer competency, optimization and excellence.
Create 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 account.
Facilitate consultative sessions with SMEs on more complex support including escalations, internal coordination, and successful problem resolution.
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.
Implements and manages custom account management guidance, resources, and standard work.
Answers and documents all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database.
Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
Performs other duties as assigned.
**Essential requirements**:
Bachelor’s degree required; alternatively, an Associate’s degree with 5 years I DT or equivalent experience required.
5 + years experience in Customer Service or related function.
Ability to work independently; with limited supervision, or collaboratively in a group.
Capability to maintain a high level of confidentiality of information.
Strong written and verbal communication skills with the ability to interact with various levels in an organization.
Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.
Skill of attention to detail and organization.
Adaptability to perform under stress when confronted with critical, or unusual situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.
Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers and customers.
Ability to consistently manage multiple priorities and solve problems using critical thinking skills.
Adaptability to accepting responsibility for the direction, control or planning of an activity.
Ability to bring informal teams of experts together to address issues/needs, share information and resolve differences or problems, as required.
Ability to make timely and sound decisions with quality outcomes
Ability to keep key personnel informed and up to date of imminent issues.
Knowledge of how own role impacts the customer experience and demonstrated proficiency for quality customer interactions.
What do we offer
An upbeat, open minded, international and dynamic environment is where we wish to welcome you. A close follow up and extensive training is how we wish to guide you. As a growing international company, we reward our associates with an attractive compensation and benefits package of which the details are outlined below.
Competitive salary
Contract of indefinite duration
Group insurance (including pension plan, guaranteed income)
Bonus system
Annual leave Geography conform
Interested? Well, there is more To realize IDT’s potential, we invest in your potential. Opportunities will cross your path, enabling you to develop your career the way you want it. All this within a cheerful and highly modern setting.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders cont
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