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Strategic and Global Key Accounts Customer Service Manager

Location: Chicago, United States
Position Type: Unfixed Term
Job Function: Customer Service

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.

In North America we have more than 5,000 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada.


Come and join a family-owned global company with a long-term vision, and a human-centered culture.

 

Position Summary:

The Strategic Account Customer Service Manager’s main mission is to deliver high-quality customer services which participate to the development of long-term relationships with strategic and global key accounts in order to sustainably achieve high performance in terms of customer satisfaction, revenue, and profitability.

 

Responsibilities:

  • Lead internal team on account technical projects (customized studies, implementation, qualification, validation, changes linked to product quality, products updates/upgrade, roll out of approved methods…) to meet customer performance and satisfaction. Bring expertise to customers and local teams. Conduct regular follow up with the Strategic and Global Key account manager.
  • Lead technical request activities from the assigned customer accounts in collaboration with local/regional and global customer support teams.
  • Consolidate and report on customer satisfaction with a global perspective, during regular internal and customer-facing meetings. Identify and implement corrective actions as needed.
  • Contribute to the establishment of productive, professional relationships with key stakeholders at global/corporate level in assigned customer accounts (strategic and global key) by leading the technical discussions.
  • Contribute to the definition of the global and local/regional sales strategic and action plan.
  • Participate in the assessment of customer needs, and advise customers and local team on the most adapted technical solutions on an ongoing basis.
  • Contribute to solution development efforts, generate initiatives, and implement processes that best address our strategic and global key customer needs through coordinating the involvement of all necessary internal resources.
  • Be the internal voice of the strategic accounts for the Global Marketing and Customer Service teams regarding service and technical needs.
  • Continuously improve customer knowledge and share information with the global Strategic Accounts team, with the regional sales organizations and support functions in accordance with company guidelines and tools.

 

Studies and Experience:

  • Bachelor’s or Master’s degree or equivalent in Scientific field.
  • 8 to 10 years' experience in customer service in a business-to-business sales environment.
  • Proven experience and track record in managing complex projects and cross functional resources in a matrixed environment.

 

Skills and Qualifications:

  • Excellent communication and interpersonal skills with an aptitude for building strong client relationships.
  • Lead technical activities and mentor colleagues.
  • Advanced technical knowledge and experience on Industry standards.
  • Capable of contributing to scientific customer workshops.
  • Strong analytical skills and attention to detail.
  • Openly addresses conflict. Ability to address customer requests in a timely manner.
  • Transversal management skills.

 

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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