The Customer Success Manager resolves client issues, researches problems, and makes recommendations for potential product enhancements or modifications. Maintains and increases sales by cultivating client relationships and meeting their operational needs. Being a Customer Success Manager may assist in the preparation of sales forecasts, quotes or negotiations. Explores various marketing channels to improve sales performance. In addition, Customer Success Manager requires a high school diploma or its equivalent. Typically reports to a manager. Being a Customer Success Manager works on projects/matters of limited complexity in a support role. Work is closely managed. Working as a Customer Success Manager typically requires 0-2 years of related experience. (Copyright 2024 Salary.com)
For over 20 years, Abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.
We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as well as this of our people to make an always greater impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly bring progress forward.
We have an exciting opportunity for an experienced Customer Services Manager to lead our team covering customers located in the Americas. Abcam Customer Operations has an aspirational strategy supporting a bold transformation agenda. A key underpinning to the strategy is to ensure that foundational customer service capabilities are expertly and consistently delivered to our customers. The successful candidate will possess a customer-centric mindset, consistently seeking opportunities to improve internal processes related to how Abcam supports its customer base. We need dependable, high-performing talent focused on achieving great customer outcomes to join this effort.
Main Responsibilities:
You should have experience leading a customer service team with customer contact through phone, email, and webchat, demonstrating a passion for delivering outstanding customer service. A commitment to continuous improvement, excellent communication skills, and the ability to coach your team for outstanding performance are essential. As a leader, not just a manager, you must fully engage your team to impact customer satisfaction, focusing on Net Promoter Score.
Comfort in an environment of constant change is crucial, and you should be adept at identifying opportunities for improvement and taking action. Your exceptional attention to detail, error-spotting ability, multitasking skills, and capacity to both prioritize and work collaboratively or independently are key strengths. The ideal candidate is located within commuting distance to our Eugene, OR office and capable of being onsite 3 days per week. If this aligns with your profile and you seek to be part of a growing biotech business, apply now!
We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why, in addition to market competitive salaries, we offer you a flexible benefits package which is tailored to your unique needs and support your financial, physical and emotional wellbeing. This includes 18 weeks fully paid maternity leave, 6 weeks fully paid paternity leave as well as highly flexible working and much more. Besides, your development will be integral to your experience here. You will grow alongside other talented minds, in ways you may often find unexpected.
When people come together, incredible things happen. Here you’ll work in a safe environment where you can be who you truly are. We’ll champion and celebrate your uniqueness throughout your journey with us. This is how we excel at partnering with the scientific community no matter the challenge, ultimately helping solve the world’s most critical diseases. Find out more about Diversity & Inclusion at Abcam.
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