Associate Director US Customer Solutions

Associate Director, US Customer Solutions

Job Summary:

The Associate Director, US Customer Solutions is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of support for our US clients.

Salary $150,000 to $190,000 plus 10% bonus and Equity!

Primary Duties and Responsibilities:

• Lead commercially focused customer solutions team
• Drive high performing customer support strategy with a highly consultative, analytic, and customer-centric approach.
• Manage metric driven technical support activity with focus on customer service and customer experience excellence.
• Evaluate and adapt KPI’s and metrics to drive adoption, retention, growth and reduce churn.
• Manage call center operations
• Develop procedures to guarantee effective customer on boarding, customer training and excellency
• Lead in-house and field teams (FAS and FSE) optimizing pre- and post-sales activities partnering with the sales team on driving the business
• Oversee the execution of client initiatives and ensure coordination of clients, internal resources, and third parties/vendors for delivery of defined objectives.
• Builds strong working relationships with clients, internal stakeholders, vendors and team members through effective communication.
• Utilize direct client feedback to identify opportunities for efficiencies and anticipate delays or issues before impact to costs, deliverables, or client’s operations.
• Identifies training needs and opportunities, and proposes policies or procedures that will enhance the company’s ability to deliver valuable services to our clients.
• Evaluate customer needs continuously and adapt processes and technology resources to improve existing approaches designed to ensure long-term client satisfaction and retention.
• Collaborate with key stakeholders in Sales, Marketing, Operations, Development and Executive team to create cohesive strategies across the organization and execute on these strategies.

Supervisory Responsibilities:

• Interviewing and training employees.
• Managing employees and supporting them on the execution of corporate strategy.
• Appraising employees’ productivity and efficiency for the purpose of recommending promotions or other changes in status.

Required Skills/Abilities:

• Exceptional verbal (especially telephonic) and written communication skills
• Excellent customer service skills including a customer focused attitude
• Organizational skills and effective time management skills, since the customer service environment requires one to operate in a multi-tasking, organized, team oriented and fast paced environment
• Highly detail oriented
• Possess the ability to be self-starting, and understand the need for achievement of tasks in pursuit of goal satisfaction
• Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook)
• Ability to prioritize job responsibilities in a dynamic fast paced environment

Education and Experience Requirements:

• At least a Bachelor’s degree, preferably in Chemistry, Biochemistry, Molecular Biology or Genetics. Ph.D. preferred.
• At least 5 years of experience leading a customer support function.

Salary : $150,000 - $190,000