Customer Success Manager

Own and deliver activities to support the Strategic Customer Experience and Customer Engagement plan based on global/local Account Program, to ensure long term stability and growth of the client and PerkinElmer partnership. Develop and deliver Best in Class customer experience through our Customer Journey Mapping program. Own and develop a robust Voice of the Customer and engagement program to ensure stakeholders (client, scientific community customers, employees and key supplier partners) understand the services we deliver and how to access them, the value of PerkinElmer through customer satisfaction and user experience of the portfolio of services delivered on the Account.

Key Accountabilities/Responsibilities:

• Develop and lead an ongoing Strategic Customer Experience program and Stakeholder Engagement/Customer Relationship Plan for the operations across account.
• Develop, deliver and review the most appropriate Customer Satisfaction Performance Indicators, measures of success and feedback channels.
• Lead the Customer Journey Mapping Program, Voice of the Lab, Voice of the customer feedback sessions to measure, benchmark and improve customer experience.
• Analyze Customer Insights and lab persona journeys to design enhanced Customer Experience of our services and solutions
• Lead activities and process improvements that improve Laboratory Customer Experience; govern these activities within Project Management methodology.
• Research, write and produce content material for the Account Customer Communications Plan (website,announcements, presentations, posters, roadshows, surveys and events).
• The customer engagement plan to incorporate and promote all Account services: Laboratory Instrument Support, General Lab Services, Technical Lab Services.
• Provide Customer insights at site level to drive program improvements within operations and at leadership governance Account Strategic Reviews, Strategic Advisory Board, Quarterly Business Review.
• Create and publish communications for customer portals (B2B) or the client’s intranet pages (Workplace, Site News, emails, on-site LED/digital screens etc.)
• Ensure brand compliance with internal branding guidance and develop templates for customer communications.
• Actively promote customer feedback success stories and how our service delivery teams deliver client’s core values.
• Actively promote customer awareness activities through structured engagement roadshows/pop-up events.
  
  

Employee Engagement:

• Lead local roll-out of Corporate Communications activities –
• Create and publish internal success stories and monthly newsletter
• Develop and deploy leadership PKI employee communications
• Facilitate regular All Hands Meetings for Account Team
  
  

In addition to the above tasks, other activities and responsibilities may be individually defined as key stakeholder relationships continue to evolve.

Requirements/competencies:

• Customer-focused - ability to make the internal and external customer the center of attention, with a focus on listening to the customer first before finding a solution
• Leadership or Service Delivery Management
• Global Fluency - ability to engage and be part of an international and diverse team
• Accountability - ability to take ownership of responsibilities and commitments to goals
• Creating and Delivering impactful Presentations – PowerPoint excellence is essential
• Thinks strategically - ability to bring together seemingly disparate ideas, areas, products, etc. to create new solutions for the customer
• Team building - ability to promote collaboration and cross-cultural cooperation
• Engages others – encourages and engages in collaboration with others
• Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards
• Shows respect for others - ability to understand, value and navigate different perspectives and modify own views
• Communicates and influences - Ability to convince, influence or persuade others to gain support for own agenda across the organization
• Results-oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges
  
  

Personal Experience/Qualifications/Skills:

• 5 years’ experience in a relevant Customer Experience Lead/Management role, experience managing Voice of the Customer (VoC) or Customer insights program
• Ideal industry experience in Customer Operations, Customer Experience or within a Scientific or Life Science industry background
• Preferably a formal customer experience/customer engagement qualification
• Ability to understand complex issues and interpret them for a wider audience
• Experience leading or managing a relevant Customer Engagement Program
• Ability to work under pressure, multi-task and deliver to tight deadlines
• High need for excellence with good planning and implementation skills
• Creativity, initiative and discretion required
• Flexible team player with good interpersonal skills
• Experience in emerging technology and media tools for VoC analysis
• Good English language communication skills – written and verbal
• Intercultural work experience would be an advantage
• Global or regional account experience
• Creating communications experience