Senior Customer Support Specialist, Emea
vor 2 Wochen
**Company Summary**:
Our mission is to leverage our proprietary technology to create, develop and commercialize innovative life science research tools and breakthrough clinical products that transform healthcare.
**Position Summary**:
This newly created position is an operational role responsible for exceptional customer support
outcomes across multiple global markets including Pharma, Academia, and Diagnostics companies.
The primary responsibility of the Customer Success Specialist - Customer Support role within the Customer Support team will be to work cross functionally to develop, document, and improve our processes to ensure successful delivery and execution of projects to meet company objectives and support the customer experience. This role is responsible for the successful coordination of onboarding, installation, qualification, repair, and maintenance of the SomaScan platform at customer sites. The role will coordinate with local SomaLogic technical support who perform these tasks for the customers within a specific region. Additional responsibilities to include documenting and responding to customer and provider feedback and requests, process sales orders, and resolve customer issues within high service standards. This role will also assist Management with training, handling complex customer issues and miscellaneous projects.
**Key Responsibilities**:
- Collaborate with internal stakeholders to define standard and consistent processes to onboard customers to the SomaScan platform at the customer site, as well as documenting, streamlining processes and improving the customer experience.
- Plan, track, and report on activities and timelines for customer onboarding to SomaLogic’s technology
- Coordinate onboarding activities between customers and internal stakeholders.
- Collaborate, develop, write, and update standard procedures for the department with a focus on continuous improvement.
- Take ownership of customer issues and KPI (Key Performance Indicators) deviations and promptly follow problems through resolution, ensuring customer satisfaction, including identification of root cause and implementation of corrective and preventative actions.
- Oversee process, guide initiatives, and steer stakeholders toward the achievement of goals.
- Develop and maintain relationships across the organization to drive optimum customer support and value from our products and services.
- Identify training needs and support the development of programs.
- Ensure privacy and security of protected health information and personal data according to SomaLogic policies.
- Work collaboratively with other departments within the company to ensure that customer commitments are met, and customer issues are resolved quickly and efficiently.
- Process Feedback/Complaints per internal procedures
- Demonstrate ownership to resolve difficult customer situations.
- Provide mentoring and training to specialists, as requested by Management.
- Assume ownership of customer issues that may require more advanced troubleshooting.
- Other miscellaneous duties, as assigned.
**Education and Experience**:
- Bachelor’s Degree; Life Science related degree or 5+ years in client-facing roles
- Experience in coordinating projects with product installation (orders, international shipments, training, scheduling, quoting)
- Experience in Microsoft Office package. Visio desirable
- Fluent English, written and spoken.
- European Languages, written and spoken.
**Required Skills**:
- Advanced analytic and problem-solving skills, pays attention to detail and produces work that meets high quality standards.
- Demonstrated ability to manage through complexity working with stakeholders in a fast paced/time sensitive environment while managing multiple priorities.
- Proven ability and passion to translate skills to other employees one-on-one and in a team setting through training and mentoring.
- Ability to translate and track requirements into plans and timelines.
- Advanced analytic and problem-solving skills, pays attention to detail and produces work that meets high quality standards.
- Capacity to navigate stressful situations with ease.
- Demonstrated ability to manage through complexity working with stakeholders in a fast paced/time sensitive environment while managing multiple priorities.
- Demonstrates initiative and provides complete follow-through on areas of responsibility.
- Effective communication skills and the ability to establish and maintain relationships.
- Experience with Customer Relationship Management (CRM) software, such as Salesforce
- Passion for helping customers and customer advocacy.
- Process development, documentation, and improvement experience
- Self-starter that shows high drive, creativity, ambition, and accountability
**Work Environment**:
Remote-based, with occasional (2-3 times/year) travel required. Must have work environment conducive to daily video-conferencing.
**EEO Statement**:
SomaLogic provides equal
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