Corporate Customer Success Manager

Microbac• US,

12h•Hybrid

About The Position

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients worldwide, offering laboratory solutions to the life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined over nearly 50 years of trusted, analytical and measurement experience. Through our network of laboratories, offices, and field services, we have the flexibility to meet the unique requirements for each client, project, and scope. As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

Requirements

Bachelor’s degree or equivalent work experience in Chemistry, Biology or a related field of study.
A general knowledge of testing methods or scientific process (within the appropriate market) obtained from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical or direct relevant laboratory experience is preferred to provide support to the clients of the company
A minimum of 5 years of related industry experience
Prior customer service experience
Prior experience working in a laboratory and/or relative industry
In-depth technical understanding of industry or subject area
Excellent customer service skills, to include strong verbal and written communication skills
Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others
Deep knowledge of concepts and terminology commonly used within the industry
Proficient understanding of regulatory requirements, common practices and trends as they relate to the industry
A thorough knowledge of Laboratory Information Management (ELEMENT) and Customer Relationship Management (CRM) software systems are required to complete data entry and result searches for the client.
General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database
Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role
Demonstrated ability to effectively plan, organize and lead projects
Desire to work collaboratively with clients and internal staff teams to achieve common goals
Flexibility to travel to various locations across the network to provide support to the CX department is required.

Nice To Haves

Advanced degrees preferred

Responsibilities

Champion the establishment of a customer-centric culture within the organization.
Create a comprehensive, holistic understanding of the customer by gathering insights from various touchpoints.
Identify and address gaps or weaknesses in the customer experience (CX) across all stages of the customer journey.
Devise a customer-focused strategy that drives revenue growth and enhances business success.
Provide support and guidance to frontline teams to ensure optimal delivery of customer experience.
Demonstrate and communicate the positive impact of CX efforts to top-level executives and stakeholders.
Enhance product development by actively listening to customer feedback and insights.
Develop training programs and resources for both new and existing CX employees to improve their skills and knowledge.
Streamline best practices in utilizing LIMS, Client Connect, and Salesforce for efficient CX operations.