Check with seller Customer Support Manager Franklin Lakes

  • Location: Franklin Lakes, New Jersey, United States

Job Description Summary
Key objectives of this role are to ensure customer satisfaction, adoption, success and growth by fostering a balanced relationship that benefits both BD and the customer with the goal of maximizing the value customers get from our solutions, maintaining reference-ability.

Lead the cross-functional work to develop tools & metrics highlighting the BD Integrated Value. Establish, maintain and enhance customer experience through effective support of customer strategic goals with BD products and services.

Manage the portfolio of customer projects and programs, including reporting and measurement. Ensure that the defined projects are properly executed and delivered. Is the liaison between BD and the Customer, drive full alignment in project planning and risks management. Manage expectations from the Opportunity qualification until the commercial ramp-up.

Reports into the Customer Support Director
Job Description
Key Responsibilities:

Customer Experience

Own the overall support relationship with assigned customer to maximize satisfaction, adoption, and retention.
Establish a trusted/strategic advisory relationship with each assigned customer and drive continued value of our products and services. Monitor and facilitate customer’s adoption of our solutions and functionality.
Ensure coordination and an overall consistent experience across the customer life cycle.
Reinforce the Joint Governance to balance the relationships and further develop the partnership.
Enhance the level of value perceived by customer. Develop culture and dashboards to permanently put the integrated BD value in perspective.
Work with customer to establish key performance indicators and aid the customer in achieving their goals.
Advocate customer needs/issues cross-departmentally. Represent the voice of the customer to BD teams.
Manage enterprise level customer escalations with timely resolution and communication across all key stakeholder groups.
Participate in the coordination of meetings and site visits, ensure proactive and efficient preparation.
Work with Account Manager and Platform/Segment to identify and/or develop up sell opportunities.
Enhance our level of interaction with customers when they come with new needs for future business. Act as true business partner and solution provider.

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