Customer Success Manager

PerkinElmer

11d•Onsite

About The Position

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services. Job TitleCustomer Success Manager Location(s) Customer Site - CA Job Description Own and deliver activities to support the Strategic Customer Experience and Customer Engagement plan based on global/local Account Program, to ensure long term stability and growth of the client and PerkinElmer partnership. Develop and deliver Best in Class customer experience through our Customer Journey Mapping program. Own and develop a robust Voice of the Customer and engagement program to ensure stakeholders (client, scientific community customers, employees and key supplier partners) understand the services we deliver and how to access them, the value of PerkinElmer through customer satisfaction and user experience of the portfolio of services delivered on the Account.

Requirements

Customer-focused - ability to make the internal and external customer the center of attention, with a focus on listening to the customer first before finding a solution
Leadership or Service Delivery Management
Global Fluency - ability to engage and be part of an international and diverse team
Accountability - ability to take ownership of responsibilities and commitments to goals
Creating and Delivering impactful Presentations – PowerPoint excellence is essential
Thinks strategically - ability to bring together seemingly disparate ideas, areas, products, etc. to create new solutions for the customer
Team building - ability to promote collaboration and cross-cultural cooperation
Engages others – encourages and engages in collaboration with others
Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards
Shows respect for others - ability to understand, value and navigate different perspectives and modify own views
Communicates and influences - Ability to convince, influence or persuade others to gain support for own agenda across the organization
Results-oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges
5+ years’ experience in a relevant Customer Experience Lead/Management role, experience managing Voice of the Customer (VoC) or Customer insights program
Ability to understand complex issues and interpret them for a wider audience
Experience leading or managing a relevant Customer Engagement Program
Ability to work under pressure, multi-task and deliver to tight deadlines
High need for excellence with good planning and implementation skills
Creativity, initiative and discretion required
Flexible team player with good interpersonal skills
Experience in emerging technology and media tools for VoC analysis
Good English language communication skills – written and verbal
Intercultural work experience would be an advantage
Global or regional account experience
Creating communications experience

Nice To Haves

Ideal industry experience in Customer Operations, Customer Experience or within a Scientific or Life Science industry background
Preferably a formal customer experience/customer engagement qualification

Responsibilities

Develop and lead an ongoing Strategic Customer Experience program and Stakeholder Engagement/Customer Relationship Plan for the operations across account.
Develop, deliver and review the most appropriate Customer Satisfaction Performance Indicators, measures of success and feedback channels.
Lead the Customer Journey Mapping Program, Voice of the Lab, Voice of the customer feedback sessions to measure, benchmark and improve customer experience.
Analyze Customer Insights and lab persona journeys to design enhanced Customer Experience of our services and solutions
Lead activities and process improvements that improve Laboratory Customer Experience; govern these activities within Project Management methodology.
Research, write and produce content material for the Account Customer Communications Plan (website,announcements, presentations, posters, roadshows, surveys and events).
The customer engagement plan to incorporate and promote all Account services: Laboratory Instrument Support, General Lab Services, Technical Lab Services.
Provide Customer insights at site level to drive program improvements within operations and at leadership governance Account Strategic Reviews, Strategic Advisory Board, Quarterly Business Review.
Create and publish communications for customer portals (B2B) or the client’s intranet pages (Workplace, Site News, emails, on-site LED/digital screens etc.)
Ensure brand compliance with internal branding guidance and develop templates for customer communications.
Actively promote customer feedback success stories and how our service delivery teams deliver client’s core values.
Actively promote customer awareness activities through structured engagement roadshows/pop-up events.
Lead local roll-out of Corporate Communications activities – Create and publish internal success stories and monthly newsletter
Develop and deploy leadership PKI employee communications
Facilitate regular All Hands Meetings for Account Team
In addition to the above tasks, other activities and responsibilities may be individually defined as key stakeholder relationships continue to evolve.