Lead Customer Service Experience Manager

BASIC PURPOSE:
The Lead Customer Service Experience Manager is the interface for Customer Care with regards to communicating department objectives, processes, and performance.
This position assumes a lead role ensuring customer expectations and department objectives align, and managing escalations when discrepancies arise, by being accountable for timely resolution while also maintaining the client relationship.
A positive and productive relationship is maintained by employing deep cross-functional knowledge of the organization, as well as historically proven resolution paths.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Establishes correct expectations with both clients and company stakeholders and ensures they are in line with the department’s key objectives and procedures.. Adheres to effective resolutions through decisive management of the escalation process while ensuring complete customer satisfaction by participating in regular face-to-face and remote liaison meetings with the customer and relevant departments to review and discuss
risks,
status,
improvements,
increased quality,
and client satisfaction.
Gathers and analyses information, identifies, manages, and reports escalation trends, and collaborates on product defects. Identifies and reviews the root cause for all escalated issues and uses this information to continuously drive the improvement of the department and related processes. Responsible for developing and implementing resolution strategies in close cooperation with Customer Care Management and controls the success of these measures. Drives the escalation and improvement process ensuring it is in line with the given budget and relevant guidelines / SOPs / policies by effectively communicating, organizing, and orchestrating with all involved teams. Reviews frequent business analyses, critically evaluates and decomposes high-level information into details with the goal of sharing improvement opportunities with department management. Prioritizes escalations to ensure visibility, traction, and ultimate closure by analyzing and monitoring customer escalation reports and ensures oversight and maximizes performance of the team’s planning, execution, and risk management. Challenges the status quo of processes and workflows within the department by proposing new approaches based on data-driven insights and successful escalation mitigations. Develops, documents and implements new or improved processes and workflows by ensuring proper communication and coordination with the affected stakeholders. Works independently with users and internal and external stakeholders including but not limited to sponsors, sites, and clinical research associates to provide in-depth analysis and risk and impact assessments to Customer Care management in the form of reports or presentations. Will manage governance and special projects to demonstrate Clario values to customers, such as the action items that come out of escalation meetings and areas of improvement at a higher process level. Trains, mentors, and coaches the Customer Service Experience Coordinators and Customer Service Managers. Provides technical leadership and supports the manager with team leadership.
OTHER DUTIES AND RESPONSIBILITIES:
Highly experienced using reporting tools and developing and using collaborative relationships, and relationship management tools and techniques to solve problems. Demonstrated ability to foster innovative solutions in high-pressure work situations by being the driving force behind successful escalation resolution with the usage of necessary leadership and interpersonal skills to maintain a positive relationship with the customer and internal teams. Has excellent communication, analytical, organizational, and time management skills with a proven ability to meet deadlines and to professionally represent Clario both verbally and in writing. Ability to understand and anticipate the needs of the customer and provide solutions and recommendations that effectively yield results. Sets high standards of performance for oneself and strives to improve the global team performance. Displays a positive attitude and demonstrates flexibility in daily work.
The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. The Company reserves the right to amend or change this job description to meet the needs of the Company. This job description and any attachments do not constitute or represent a contract.
QUALIFICATIONS AND SKILLS NEEDED:
(Key wording should include if a degree is needed, any travel requirements, special qualifications needed, skills, etc.)
Education:
Bachelor’s degree in electronics or technical school or equivalent experience.
LEAN or ITIL certification.
Agile certification.
Proficient knowledge of Microsoft Office applications and related software.
Experience:
5 or more years of experience in escalation management, client success or customer experience management, preferably in customer care, clinical trials or related industries.
5 or more years of experience in Clario processes and tools and Customer Care department.
A minimum of 4 years of service as a Customer Service Experience Manager or equivalent experience.
Excellent communication skills in English; proficiency in other languages is a plus.
Strong problem-solving and organizational skills, with a focus on continuous improvement.
Exceptional written and oral communication skills with the ability to convey complex or technical information clearly, concisely, and accurately to a wide range of audiences.
The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.
This JOB description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs.
EEO Statement
Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.