MSG
West pharma
Team Lead, Customer Success
Full-Time
Germany , Europe
Health & Biotech
Health & Biotech
15 May 2024
Description
- Provide leadership and training to the CS Analytics & Digital Solutions Team
- Assign and direct activities and resources to ensure project and reporting requirements are being met
- Conduct performance reviews, motivate, and guide the team according to the Digital roadmap
- Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
- Supporting the Customer Experience team to connect with value to our customers, analog and digitally
- Assisting in Customer projects, verifying need and offering digital solutions
- Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
- Standardization of processes and streamlining of the same, reducing manual intervention
- Conducting internal audits, updating procedures, creating consequent training plan
- Participating and answering audits for the Customer Success department, processing findings
- Driving the adoption of the Online Webstore, OCR, and EDI
- Expanding the use of West Digital for all three groups within the department
- Increasing data adoption to enable to improve decision making process, tracking operational metrics
Qualifications
- Bachelor’s degree or completed vocational training (apprenticeship ) and respective professional experience
- 2- 3 years of experience in leading a team in client services or customer service
- Prefer 2-3 years’ experience in customer interaction roles
- Knowledge or experience with ERP tools like SAP with Sales and Distribution
- Experience with ISO 9001
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