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Leader, Customer Success Analytics
vor 3 Monaten
Job Overview
The Leader of Customer Success Analytics & Digital Solutions is a pivotal role centered on the enhancement of automation and digital transformation. This position ensures that our clients receive an exceptional experience through seamless digital integrations. The individual in this role is tasked with guiding the team and overseeing daily operations. Collaboration with the customer engagement team is essential to assess and address client needs while exploring viable alternatives. This role also works closely with Customer Success operations to facilitate efficient processing of system-dependent tasks, ensuring the overall quality of departmental functions and procedures. The Leader of Customer Success Analytics & Digital Solutions is committed to improving the online interactions our clients have with West Pharmaceutical Services, aiming to create a swift, responsive, and effective work environment for the Customer Success team. This position requires independent operation with meticulous attention to detail, providing comprehensive reporting and insights on service level agreements (SLAs) and key performance indicators (KPIs). Internally, the Leader conducts audits and manages the onboarding and training of new team members within the global organization. Driving and refining systems and process automation, along with continuous improvement initiatives, are fundamental aspects of this role.
Key Responsibilities:
Provide guidance and training to the Customer Success Analytics & Digital Solutions Team Allocate and direct resources to ensure project and reporting objectives are achieved Conduct performance evaluations, inspire, and mentor the team in alignment with the digital strategy Ensure customer touchpoints are managed efficiently throughout their journey Collaborate with the Customer Experience team to deliver value to our clients, both analog and digital Assist in customer projects by identifying needs and proposing digital solutions Facilitate the onboarding of new team members, training the global team on new processes and tools, and managing learning management system (LMS) updates Standardize processes and streamline operations to minimize manual intervention Conduct internal audits, revise procedures, and develop corresponding training plans Participate in audits for the Customer Success department, addressing findings Promote the adoption of the Online Webstore, Optical Character Recognition (OCR), and Electronic Data Interchange (EDI) Enhance the utilization of West Digital across all three groups within the department Increase data adoption to improve decision-making processes and track operational metricsQualifications:
Bachelor's degree or equivalent vocational training and relevant professional experience 2-3 years of experience in a leadership role within client services or customer service Preferably 2-3 years of experience in customer interaction roles Familiarity with ERP systems such as SAP, particularly in Sales and Distribution Experience with ISO 9001 standardsSkills and Competencies:
Proficient in written and spoken English Capable of delivering an outstanding customer experience and energized by frequent personal interactions Proficient in MS Office, with advanced Excel skills Strong communication and analytical abilities Excellent interpersonal skills – approachable, attentive, and empathetic Quick learner with a strong capacity for growth Ability to work autonomously in a global context Technologically adept and resourceful Knowledgeable of relevant standard operating procedures (SOPs) as they pertain to this role Committed to adhering to the company's safety policies at all timesWork Environment and Requirements:
Primarily sedentary role Requires effective communication, quick decision-making, data interpretation, and the ability to articulate ideas with team members Must comprehend directions and adhere to established protocolsWest Pharmaceutical Services is dedicated to fostering diversity and equal opportunity. We cultivate an environment where all individuals feel safe, valued, and respected. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected characteristics. Employment with West Pharmaceutical Services, Inc. or any of its subsidiaries is contingent upon the successful completion of post-offer background checks and/or drug screenings.
