Customer Success Professional

13 hours ago

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $70k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Sartorius

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Sartorius is a leading international partner of life sciences research and biopharmaceutical manufacturing.

10,000+ employees

📋 Description

• Be the point of contact for the strategic and global key account sales teams to facilitate communication between internal functions (including customer service, Operations/Supply Chain and Finance) • Collaborate with stakeholders to develop and implement project plans, outlining objectives, timelines, and deliverables • Coordinate and track project tasks, milestones, and dependencies, ensuring successful implementation and providing regular updates to stakeholders • Key Lead for customer related topics, collaboration with local stakeholders to mitigate risks, fix issues, then feedback to the global function at the account • Monitor and analyze global and customer KPI’s (i.e., OTIF, journey mapping, CX and scorecards) and remediate issues • Participation in regular business review meetings with Sales and the Customers to present activities in scope (e.g., Finance and Supply Chain) • Customer oriented project management activities • Collecting and analyzing customer forecasts for trend analysis • Understand the key drivers for making our products and solutions available on time to the Customers based on a collaborative approach • Work with internal functions to agree on service level agreements to convert them into tangible solutions • Working with customers to limit the impact of lead time changes, understanding customer trends and working with supply chain to find solutions • Identify and assess project risks, collaborate on mitigation strategies, and contribute to proactive risk management

🎯 Requirements

• Bachelor’s degree in business (or related field or equivalent professional background typically evidenced by 5 years of relevant experience) • 5+ years of experience in a customer-facing position – ideally coupled with a good knowledge in Supply Chain) • A minimum of 1 year of Project Management experience (encompassing developing project plans, outlining objectives, timelines, deliverables, milestones, tracking and stakeholder updates) • 2+ years of experience with analyzing and consolidating large amounts of complex data in an accurate and concise manner • 2+ years of experience with monitoring global and customer KPI’s (i.e., OTIF, journey mapping, CX and scorecards) • Working knowledge of S4/HANA SAP (Order Management & Supply) for extrapolating information relating to customer orders • Experience with compiling and analyzing forecasts and collaborating with internal stakeholders to meet customer needs • Strong negotiation skills to enable successful outcomes with customers, vendors, and internal stakeholders • Excels at communication and engagement, able to understand and articulate stakeholder requirements and acts with integrity • Progressive attitude towards change and a passion for continuous improvement • Able to thrive in a fast paced and challenging environment with changing priorities • Demonstrated track record for troubleshooting and resolving customer issues

🏖️ Benefits

• Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings • Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules • Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform • Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network” • Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs. • Intelligent Working Environment: Working in smart buildings with the latest technology and equipment. • Retirement Savings Plan: 401k (with generous company match) • Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account • Company Paid Benefits: Basic Life Insurance, AD&D, EAP, Family Planning & Women’s Health, Health Advocate • Additional/Optional: Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service