Customer Success Manager- Africa

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

In this context, our Nigeria subsidiary is looking for a Customer Success Manager – Africa; based in Lagos Nigeria who will Act as the focal point for Customer Support in English & French-speaking African countries for both Clinic & Industry business, providing assistance to distributors and end-customers while driving initiatives to aid proactive system maintenance & remote technical support.

The role will also support local teams in developing & promoting the Service Contract sales strategy. This position will be based in Nigeria but will support the Africa region and will require a minimum of 50% travel time. The successful candidate will report directly to the Sr. Director, Customer Experience - Africa.

What will be your responsibilities within bioMérieux?

• Define & drive the Service Contract Sales strategy to ensure growth and profitability for bioMérieux Africa and meet the defined annual service budget
• Conduct market studies in order to position the Service Contract offer in line with customer needs, regulatory & legal processes in different markets
• Ensure conformity with quality standards by driving QCV & PM kit order management as well as spare part order management
• Provide monthly reports on Service budget achievement for each region
• Liaise with local and international teams to ensure swift resolution of distributor and end-customer complaints within the defined SLAs
• Enhance the remote resolution rate by driving the implementation of remote customer support tools across Africa regions to ensure efficiency in complaint resolution
• Ensure frequent customer visits across the region to understand emerging customer requirements and build relationships with distributors and customers alike
• Liaise with local Africa teams to drive the software upgrade & PC/OS Obsolescence strategy & ensure operational efficiency of the Africa Installed Base & accuracy of diagnostics.
• Co-ordinate local and international product trainings for bioMérieux Africa service teams and distributor service teams
• Liaise with local and global teams towards successful implementation of Customer Support platforms such as CRM, Support Centres and customer self-service tools
• Co-ordinate customer satisfaction surveys in liaison with regional Customer Service Managers and manage customer feedback towards service enhancement
• Support implementation of various Customer Experience strategies to enhance service delivery in Africa

WHO ARE YOU?

• Holder of Bachelor’s Degree in Biomedical Engineering, Medical Technology and/or Medical Science field
• 3+ Years’ experience in the IVD / Medical / Bio-Medical Science industry
• Good knowledge of the laboratory environment
• Minimum 3 years’ experience in Sales, Marketing and or Customer Experience
• Experience in dealing with customers on an international scale (Africa)
• Experience in working with distributors and end-customers
• Proficiency in the French language will be an added advantage

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  Skills and Qualifications:

• Sales results oriented with good negotiation skills and a proven track record in upselling & cross-selling products & services
• Superior verbal and written communication skills, with an ability for tact and diplomacy
• Ability to work in a matrix environment with cross-cultural flexibility
• Proven track record in facilitating for customer satisfaction & management of customer queries & complaints
• Proficiency in MS Excel & data analysis
• Excellent interpersonal, multi-tasking and time-management skills
• Ability to work with diverse teams as a team player
• Outgoing personality and demonstrated passion for customers

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.