Senior Manager Customer Success

Everett - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Sales

Job Summary

Description

Job Title: Customer Service Manager

Job Summary:

The Customer Service Manager will lead the customer service team to ensure exceptional support for our dosimetry customers. This role involves managing customer inquiries fostering relationships driving adoption of our online platform (MyLDR) and ensuring high levels of customer satisfaction while adhering to industry regulations and company policies.

RESPONSIBILITIES

Team Leadership

Recruit train and develop customer service representatives.

Set performance metrics and conduct regular evaluations.

Foster a positive team environment and encourage professional growth.

Customer Service Management

Oversee daily operations of the customer service team.

Ensure timely and effective resolution of customer inquiries and complaints.

Monitor and manage customer feedback and satisfaction levels.

Communication Relationship Building and Collaboration

Serve as the primary point of contact for escalated customer issues.

Build and maintain relationships with key clients and stakeholders.

Collaborate with sales and product teams to align customer feedback with product development.

Work closely with cross-functional teams including marketing and product development to align strategies and enhance customer satisfaction. The Customer Service Manager will play a supporting role in the design and implementation of growth strategies and annual initiatives.

Process Improvement

Identify areas for process enhancement to improve efficiency and customer experience.

Develop and implement standard operating procedures for customer interactions.

Analyze customer service metrics and provide reports to senior management.

Qualifications

Education & Experience

Bachelors degree in Business Administration Healthcare Management or related field.

3 years of experience in customer service management preferably in the medical device or healthcare sector.

Skills

Strong leadership and team management abilities.

Excellent communication and interpersonal skills.

Proficiency in CRM software and customer service tools.

Analytical skills to assess performance metrics and identify trends.

Knowledge

Understanding of medical device regulations and compliance (e.g. FDA ISO).

Familiarity with radiation safety equipment and SaaS solutions.

Required Experience:

Senior Manager

DescriptionJob Title: Customer Service ManagerJob Summary:The Customer Service Manager will lead the customer service team to ensure exceptional support for our dosimetry customers. This role involves managing customer inquiries fostering relationships driving adoption of our online platform (MyLDR)...