Customer Experience Specialist

Work Schedule

Environmental Conditions

Job Description

Summary:

Owns the Cincinnati Site Customer Experience Program, including management of CAS surveys, action planning, and training.  Increases site engagement in the Customer Experience through leadership of customer-focused sitewide initiatives.  Supports New Business sales initiatives, including RFIs and New Customer visits.  Performs business intelligence analysis. 

Location: Cincinnati, OH

Essential Functions:

• Leads Cincinnati Site Customer Experience (Cx) Program.  Coordinates CAS survey program and strategy to enable achievement of targets.  Supports communication to customers regarding the CAS program.
• Analyzes customer feedback data and identifies trends.  Reports to site leadership on trends and recommended actions to drive outstanding customer experience.  Leads cross-functional teams to implement action plans.
• Leads sitewide initiatives to increase engagement in and ownership of customer experience, including publishing customer spotlights, coordinating patient testimonials, and facilitating new product launch celebrations.
• As subject matter authority, develops and provides training on the Customer Experience program as well as general customer-facing training.
• Collaborate with site leadership and Sales teams to support New Business sales initiatives, including completion of RFIs, response to new client questions, and coordination and hosting of new customer visits and site showcases.
• Maintains site marketing materials and customer-facing slide decks.
• Supports analysis of sales pipelines and identification of action plans.
• Generates and interprets business intelligence data to support Demand and STRAP planning, as well as business case development.

Education:

• Bachelor’s degree in science, Business or related field required. 

Experience:

• Five years of previous related experience in customer relations, account management, project management, sales or marketing with internal or external client-facing responsibilities.

Equivalency:

• Equivalent combinations of education, training, and meaningful work experience may be considered.

Competencies:

• Outstanding interpersonal skills; capable of maintaining optimistic communication with clients and internal customers, while leading complicated situations.
• Able to serve as a client advocate, while balancing the company’s priorities.
• Able to influence others to reach agreements and implement a course of action.
• Able to identify market opportunities for new and existing clients/products.
• Some understanding of project management principles is required.
• Data analysis capabilities required.
• Knowledge of GMP and pharmaceutical industry is strongly preferred.