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Lead Customer Service Experience Manager
Clario · Bengaluru, Karnataka · Posted 15 days ago
"Serve as the primary escalation point for high-priority clinical trial customer issues and lead cross-functional change for a global team in Bangalore."
BASIC PURPOSE: The Lead Customer Service Experience Manager is the interface for Customer Care with regards to communicating department objectives, processes, and performance.
This position assumes a lead role ensuring customer expectations and department objectives align, and managing escalations when discrepancies arise, by being accountable for timely resolution while also maintaining the client relationship.
A positive and productive relationship is maintained by employing deep cross-functional knowledge of the organization, as well as historically proven resolution paths. Are you a problem solver? Do you like figuring out how things work and talking with others to share your knowledge? Would you like to work in an international team?
Clario, part of Thermo Fisher Scientific partners with the pharmaceutical industry to gather and organize clinical trial data, leading to quicker, more reliable trial outcomes. Our contribution to improving patients' lives motivates us every day! Join our Bangalore team as a Lead Customer Service Experience Manager to provide world class customer service & support of clinical trials deployed at hundreds of clinical sites worldwide.
You will be part of a growing team in Bangalore, working directly with our clients and Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely. See the impact you could have.
What we offer
- Competitive compensation + shift allowances
- Attractive benefits (security, flexibility, support and well-being)
- Engaging employee programs
- Technology for hybrid working and great onsite facilities
What you'll be doing
…
This posting is sourced from Clario's own career site — applying takes you there directly.
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