Customer Service & Support Director

Customer Service & Support Director - Innovative medical technology and digital health company

Role & Responsibility:

This role reports to our President for Japan and is responsible for the post-sales management and development of customer relationships. The candidate is responsible for building robust outcomes focused relationships and delivering a best in class customer call center function, technical product support and commercial outcomes.

Responsibilities and Accountabilities

• Own the post-sales relationship with identified customers. Responsible for increasing the depth and breadth of that relationship throughout the organization.

• Proactively analyze and understand customer’s data, trends and behaviours, identifying possible red flags and successes.

• Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.

• Work to grow the client relationships, identifies new workflows, efficiencies, risk mitigations and solutions. 

• Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

• Engage with your customers via web conferencing on a scheduled cadence to discuss goals, share business and progress insights, efficiencies, and roadblocks.

• Seeks sufficient customer business intelligence and insight to develop innovative business plans that actively drive long-term solution uptake and volume increases.

• Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.

• Acts as the voice of the customer within global functions to enable solutions.

• Coordinates appropriate internal resources to resolve high priority customer-impacting incidents.

• Oversee the coordination of customer service and support activities which may include the delivery of pre and post-sales services, customer care and retention, installation, technical support, repair, and maintenance of organization’s product

Qualifications and Experience

• Tertiary education with at least 10 years’ experience building and contributing to a customer success model preferably in a technical environment

• An enthusiastic self-starter who can think outside the box and look beyond existing methodologies and own discipline to define and resolve complex problems

• Technically literate and commercially savvy to enable commercial conversations related to technical and quality issues

• Solid business acumen with successful track record in growing existing accounts and relationships, providing quantifiable new value within the customer lifecycle.

• Demonstrated ability to deal with situations where information is difficult to obtain, complex or ambiguous.