Lead Customer Service Experience Manager

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Clario

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1973

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-10

Healthcare • Consulting • Logistics

Clario is a company specializing in accelerating clinical trials from initiation to implementation through advanced technologies and services. Since 2018, Clario has revolutionized endpoint analyses in clinical trials by integrating over 30 artificial intelligence-enabled solutions across more than 600 active trials, enhancing data quality and patient privacy while expediting data collection processes. Clario provides a comprehensive clinical trial management platform, offering solutions such as eCOA, cardiac safety, medical imaging, precision motion, and respiratory services in various therapeutic areas including oncology, cardiology, and neurology. Known for its global reach, Clario supports clinical trials in over 100 countries with a strong focus on decentralized and hybrid trial models. The company's commitment to patient safety and innovation is reflected in their over 26,000 trials and involvement in numerous new drug approvals.

📋 Description

• Lead complex customer escalations from identification through resolution • Establish clear expectations with customers and internal stakeholders while maintaining strong customer relationships • Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations • Develop and implement resolution strategies with Customer Care Management • Monitor outcomes and ensure alignment with budgets, guidelines, standard operating procedures, and policies • Review customer escalation and business analysis reports to prioritize risks and identify data-driven process improvements • Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates • Provide risk assessments, impact analyses, reports, and presentations to Customer Care Management • Lead governance activities and special projects related to escalation meetings and process-improvement initiatives • Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers • Provide technical leadership and support the manager with team leadership responsibilities

🎯 Requirements

• Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience • At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry • At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department • A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience • LEAN or ITIL certification and Agile certification • Proficiency with Microsoft Office applications and related software • Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies • Excellent written and verbal communication skills in English; additional language proficiency is a plus • Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines • Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations • Based in the United States and able to work remotely

🏖️ Benefits

• Competitive compensation • Medical, dental, and vision coverage • Remote work options • Tuition reimbursement • Employee assistance and wellness programs • Life and disability insurance