Vice President, Global Customer Solutions

Location
San Diego, CA
Posted
Jul 29, 2021
Required Education
Masters Degree/MBA
Position Type
Full time

Job Summary:

The Vice President of Global Customer Solutions is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of support for our global clients.

 

Primary Duties and Responsibilities:

  • Lead the commercially focused, global customer solutions team
  • Establish and implement the ISO certification process
  • Lead international and cross-functional customer support teams
  • Successfully lead teams through large-scale change
  • Drive high performing customer support strategy with a highly consultative, analytic, and customer-centric approach
  • Manage metric driven technical support activity with focus on customer service and customer experience excellence
  • Evaluate and adapt KPI’s and metrics to drive adoption, retention, growth and reduce churn
  • Manage call center operations
  • Manage global customer solutions operations
  • Develop procedures to guarantee effective customer on boarding, customer training and excellency
  • Build strong working relationships with clients, internal stakeholders, vendors and team members through effective communication
  • Utilize direct client feedback to identify opportunities for efficiencies and anticipate delays or issues before impact to costs, deliverables, or client’s operations
  • Identify training needs and opportunities, and propose policies or procedures that will enhance the company’s ability to deliver valuable services to our clients
  • Evaluate customer needs continuously and adapt processes and technology resources to improve existing approaches designed to ensure long-term client satisfaction and retention
  • Collaborate with key stakeholders in Sales, Marketing, Operations, Development and Executive team to create cohesive strategies across the organization and execute on these strategies

 

Supervisory Responsibilities:

  • Interview, select, mentor, inspire and train employees
  • Manage employees and support them on the execution of corporate strategy
  • Appraise employees’ productivity and efficiency for the purpose of recommending promotions or other changes in status

 

Required Skills/Abilities:

  • Exceptional verbal (especially telephonic) and written communication skills
  • Experience in building global customer solutions teams
  • Experience in establishing a customer support offering
  • Open and candid communication style
  • Sound judgment and decision-making skills
  • Ability to establish and maintain effective working relationships with co-workers, managers, and clients
  • Demonstrated ability to deliver results to the appropriate quality and timeline metrics
  • Excellent customer service skills including a customer focused attitude
  • Experience in clinical settings
  • Strategic thinking abilities and proven abilities to execute on vision
  • Excellent problem solving skill
  • Excellent motivation, team building and leadership skills
  • Excellent presentation, influencing and negotiation skills
  • Excellent proven customer service skills and commitment to customer service excellence
  • Excellent communication skills & Executive level presentation experience
  • Organizational skills and effective time management skills, since the customer service environment requires one to operate in a multi-tasking, organized, team oriented and fast paced environment
  • Highly detail oriented
  • Possess the ability to be self-starting, and understand the need for achievement of tasks in pursuit of goal satisfaction
  • Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook)
  • Ability to prioritize job responsibilities in a dynamic fast paced environment

 

Education and Experience Requirements:

  • Master’s degree in Science required, Business Management degree (BMA or MBA) preferred
  • 15+ years in the Life Science or related industry

 

Physical Requirements and Work Environment:

  • Sit and stand for prolonged periods;
  • Repeating motions that may include the hands, wrists and/or fingers;
  • Use of hands to finger, handle, or feel, and reach with hands and arms;
  • Stand and/or move about the office or in various environments (including tight and confined spaces), or from one worksite to another;
  • Specific visual abilities, including close vision and ability to adjust focus, read, review and assess the accuracy and thoroughness of the work assigned;
  • Verbal abilities require communicating with others to exchange information;
  • Occasionally adjusting or moving objects up to 20 pounds in all directions;
  • Work environment involving low/high temperatures; hazardous conditions, low ventilation, noisy environments, small/enclosed spaces.

The above physical requirements and work environment characteristics generally reflect those of this position, but is not an exhaustive list.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Disclaimer:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  This description generally reflects management’s assignment of essential functions, but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time.  The duties, responsibilities and job description of this role are subject to change at any time without notice.