Lead Customer Service Experience Manager
C
ClarioCustomer care, clinical trials
Based in the United States and able to work remotely.Full-TimeLead
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal communication skills in English.
- Experience
- At least 5 years of experience in escalation management, client success, or customer experience management; at least 5 years of experience with Clario 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.
- Required Skills
- Microsoft OfficeRisk Management
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.
- At least 5 years of experience with Clario processes and tools and within the Customer Care department.
- At least 4 years of experience as a Customer Service Experience Manager or equivalent.
- LEAN or ITIL certification and Agile certification.
- Proficiency with Microsoft Office applications and related software.
- Ability to analyze complex information, identify root causes, manage risk, and develop resolution and continuous-improvement strategies.
- Excellent written and verbal communication skills in English, including the ability to explain complex or technical information to varied audiences.
- Strong problem-solving, organizational, and time-management skills, including managing competing priorities and deadlines.
- Ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.
Responsibilities
- Lead complex customer escalations from identification through resolution, setting clear expectations with customers and internal stakeholders.
- Analyze escalation trends and root causes, collaborate on product-related issues, and recommend improvements to Customer Care processes, quality, and customer satisfaction.
- Develop resolution strategies with Customer Care Management and monitor outcomes against budgets, guidelines, procedures, and policies.
- Review escalation and business analysis reports to prioritize risks and identify data-driven process and workflow improvements.
- Partner with users, sponsors, sites, clinical research associates, and other stakeholders to provide risk assessments, impact analyses, reports, and presentations.
- Lead governance activities and special projects related to escalations and process improvement.
- Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, and provide technical leadership.
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