Customer Success Manager

Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology

At Integrated DNA Technologies (IDT) one of Danahers 15 operating companies our work saves livesand were all united by a shared commitment to innovate for tangible impact.

Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement you help turn ideas into impact innovating at the speed of life.

Our team at Integrated DNA Technologies (IDT) is united by a commitment to collaboration and scientific excellence building on a strong foundation of innovation expertise and reliability. Guided by our vision to help researchers rapidly move from the lab to life-changing advances we work closely with global partners to accelerate progress and genomics breakthroughs across fields like cancer infectious disease rare genetic disorders and more. At IDT youll be part of a culture rooted in continuous learning and improvementwhere your growth fuels our mission to accelerate the pace of genomics and helps shape a healthier brighter future for all.

Learn about the Danaher Business System which makes everything possible.

The Customer Success Manager is a Trusted partner for key accounts responsible for Owning escalations driving solutions and delivering exceptional outcomes

This position reports to the Senior Manager EMEA Account Administration and is part of the EMEA Customer Success Management team located in Belgium and will be fully remote.

In this role you will have the opportunity to:

• Oversee customer inquiries for assigned accounts to provide positive customer experience through elite world-class service management; acts as the subject matter expert and manages complex product development projects for contract manufactured product lines.
• Partners with Sales Operations and other key stakeholders to set strategy for meetings customer calls visits and business reviews. Manage and oversee action item completion from these interactions. Develop and execute customer satisfaction retention and growth action plan for assigned accounts.
• Work cross-functionally with customers and members of various functional departments within IDT to support customers product requirements/specifications documentation ordering commercialization and regulatory needs. Facilitate consultative sessions with SMEs on more complex support including escalations internal coordination and successful problem resolution.
• Monitor and support customized performance metrics based on service data. Develop and execute action plans to drive basic interactive customer dashboard providing real-time visibility to metrics and action plans across assigned accounts.
• 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.

The essential requirements of the job include:

• 5 years experience in Customer Service or related function
• Bachelors degree in a life science (biology biochemistry chemistry) business or related field
• Demonstrated ability to consistently manage multiple priorities and solve problems using critical thinking skills with attention to detail and organization
• Demonstrated adaptability to execute when confronted with critical unique or unusual situations or situations in which working speed and sustained attention are make-or-break aspects of the job
• Demonstrated ability to maintain both a high standard of courtesy and cooperation in dealing with teammates and customers.

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It would be a plus if you also possess previous experience in:

• 5 years experience in strategic or account management preferably in Biotechnology or Life Sciences industry
• Previous experience with ERP and CRM tools especially Salesforce and SAP
• Demonstrated ability in executing continuous improvement especially through using Lean or DBS concepts

At IDT we believe in designing a better more sustainable workforce. We recognize the benefits of flexible remote working arrangements for eligible roles and are committed to providing enriching careers no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for IDT can provide.

Join our winning team today. Together well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges architecting solutions that bring the power of science to life.

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