Manager, Customer Success Emea

il y a 1 jour

Leuven, Belgique Integrated DNA Technologies (IDT) Temps plein

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 Manager, Customer Success EMEA (remote).

Essential Function
Demonstrate a high -level of strategic leadership overseeing 1) Customer Success Managers who manage the Service relationship with IDT’s Tier-1 EMEA strategic accounts, partnering with Commercial to ensure overall health of IDT’s most critical customer relationships. 2) Custom Project Intake responsible for facilitating the project intake for new EMEA business. In this role, communication with key stakeholders and the ability to drive a cross-functional team towards achievement of project outcomes is essential for success. 3) Oversee escalation activities for strategic, Tier-1 IDT & EMEA accounts. Communicates directly with these accounts as needed to support overall service effort.
M anage staff which would include employee hiring, training, evaluations, professional development and discipline. Conducts personnel management, including providing informal and formal performance feedback, coaching and mentoring, ensuring appropriate staffing levels. Handles escalated problems, complaints, and personnel issues.
Establishes and communicates, and is accountable for clear goals, objectives and KPIs for the workgroup; uses effective methods to monitor and review progress including but not limited to L3 Bowler and PSP management. Includes development of workgroup policies, procedures and practices.
Analyze daily function and procedures to drive changes or improvements to benefit either operational efficiency or customer experience. Identifies, monitors, and analyzes performance measures to make recommendations to senior management regarding staffing requirements, efficiency improvements and performance standards. Delegates tasks or responsibilities to employees; uses effective methods to monitor and review progress.
Demonstrate organizational and global perspective by using knowledge of business, professional and industry practices, and terminology, as well as leverages strengths and weakness of the workgroup to achieve organizational goals.
Use effective techniques and strategies to motivate staff and encourage initiative. Provides staff with appropriate authority and discretion to accomplish work tasks and make decisions.
Collaborates with Sr. Manager, Customer Success AMR on the selection, onboarding, training, and account assignment processes for new Customer Success Managers.
Ensure appropriate communication occurs between o wn team and other business units, product lines or global locations to support Customer Experience and IDT organizational and strategic goals and success.
Demonstrate behavior consistent with the Integrated DNA Technologies Core Values.
Perform other duties as assigned.

Job Qualifications
Bachelor’s degree in Life Science (Biology, biochemistry, molecular biology with minimum 2 years leadership or management experience within Account Management or a Customer facing role supporting complex/large accounts.
3 - 5 years of Account Management, Commercial equivalent experience (individual contributor) with exposure to conflict resolution, customer project/NPI management, and customer meetings and conference calls.
P revious experience discussing and navigating oligo manufacturing and QC with customers, is required including advanced knowledge of IDT’s product catalog and offerings

Ability to develop and implement strategic, tactical, and operational plans

Exceptional written, oral, interpersonal and presentation skills. Ability to effectively communicate with all levels of associates.

Ability to facilitate and be accountable for high quality customer experience. Includes identifying, recommending, and implementing change to maximize efficiency.

Ability to make objective decisions timely and effectively. Ability to act independently and make decisions on behalf of Senior Management as necessary, and/or anticipate the implications and consequences of situations and take appropriate action.

Ability to gain and maintain the confidence of others to promote staff morale and improve working relationships with staff, peers, and others.

Capability to maintain a high level of confidentiality of information.

Ability to build staff capacity through effective coaching, modeling adaptation to change, and mentoring and fostering initiative and continual improvement.

Skill to recognize and implement opportunities for continuous process improvement with an emphasis on customer service/satisfaction and accountability.

Ability to effectively represent the workgroup on multi organizational teams as leader, member or facilitator and communicate the organization's mission, vision, goals and objectives to staff and others.

Adaptability to performing a variety of duties, often changing

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