Director, Customer Experience

Pattern Bioscience

9h•Hybrid

About The Position

At Pattern Bioscience, we’re tackling antibiotic resistance, one of the biggest public health challenges of our time. We use machine learning and microfluidics to quickly identify the bacteria causing an infection and to predict which drugs will cure the infection. Our mission is to reinvent the clinical microbiology lab using our novel, game-changing technology. To accomplish our mission, we are seeking an experienced and entrepreneurial Director of Customer Experience comfortable in the startup, biotech environment to develop a best-in-class customer service and support team. The role is ideal for someone who enjoys implementing processes designed to deliver customer satisfaction and has a commitment to service excellence. You will be responsible for leading the team in providing superior customer support and establishing strong customer relationships. This role is for you if you are personally invested in customer success.

Requirements

Design, streamline, and communicate processes effectively
Have a passion for Customer Satisfaction and delivering industry leading customer support
Excel in tactical execution with strong attention to detail while maintaining a strategic, big picture vision
Identify ways to remove operational friction and inefficiency, digging into problems and finding creative and compliant solutions
Are flexible, adaptable, and comfortable moving through uncertainty to recommend and make decisions
Thrive in low-infrastructure, fast-changing environments where you switch regularly between areas of responsibility, priorities and levels of work
Foster strong cross-department relationships and pursue collaborative buy-in
Bachelor’s degree in Science, Microbiology or related field required.
Minimum of 8 years of experience in support, sales or marketing roles in clinical diagnostics required.
Experience in ERP, CRM and Complaint Reporting required.
Experience with Quality System Regulations and ISO requirements for complaint handling, document control and quality control.
Experience with basic financial controls and requirements and an understanding of standard business practices related to sales operations processes and systems.
Thorough knowledge of US Hospital Diagnostic Lab customer profile and clinical workflows.

Nice To Haves

MBA or advanced technical degree (MS, PhD) preferred.
Experience in infectious disease diagnostics and launching new, innovative products highly preferred
Experience in and comfort with pre-revenue startups is a plus

Responsibilities

Day-to-day management of customer, application and technical support team activities. This includes staff coordination, customer expectation management, issue evaluation and resolution management.
Build and lead the support team in achieving and maintaining a high level of customer satisfaction. This includes driving continuous improvement within the team and ensuring the team is trained on new product features, support procedures and customer interaction.
Develop and implement complaint escalation procedures to ensure both internal and external service agreements are met or exceeded. This includes identifying process and communication inefficiencies, utilizing customer support best practices and continuously looking at ways to reduce costs.
Build and manage use of ERP and CRM/Complaint Management systems.
Escalate and assist in addressing and resolving critical customer complaints and related product issues.
Establish a process to track and measure key metrics related to product performance and customer satisfaction and support. This includes periodic review of performance and complaint metrics.
Drive integration, compliance, and improvements in the ERP and CRM programs evaluating data maintenance and improving reporting capability to track current and projected bookings to facilitate sales and forecasting process.
Provide improvement to standard business system applications used by the commercial organization to provide ready access to sales and customer data.
Assist Sales and Marketing in the development of processes to identify team shortfalls within specific product and sales categories and institute measures to improve performance.
Participates in developing and implementing new product and market technical support plans to ensure successful launch and customer support.