Description

Manage high-value customer escalations and serve as the primary contact for at-risk accounts in the life sciences or healthcare sectors.

Responsibilities

• Own at-risk customer relationships and act as the escalation point for high-value account issues.
• Participate in product discussions to optimize customer experience and develop implementation procedures for new releases.
• Report customer feedback to drive organizational learning and best practices.
• Provide coaching, mentorship, and peer reviews to Product Specialists and Customer Care Advisors.
• Lead knowledge management activities, including the creation and ownership of the knowledge base.

Required Skills

• 5+ years of experience in Customer Care, Customer Service, Technical Support, Product Management, Customer Success, or Account Management.
• Direct experience working within the life sciences or healthcare industries.
• Proven track record in leading projects and collaborating cross-functionally.
• Experience in stakeholder management.
• Strong analytical and decision-making skills.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Bachelor's degree or equivalent work experience in Life Sciences or Healthcare.

Preferred Skills

• Working knowledge of a large-scale CRM, such as Salesforce.
• Experience in training and mentoring others.

Key Skills

Education

Bachelor's degree