Manager - Customer Support

Manager - Customer Support

Xybion Digital | Chennai, TN, IN

Posted a month ago

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Description

About Us


Headquartered in Princeton, New Jersey, USA, with offices in Canada, India, and Germany, we are a leading publicly traded global SaaS company that helps enterprise life sciences organizations accelerate new drug development into approved medicines that save lives and keep employees safe. Through our intelligently designed low-code software platforms, we digitize drug research and development, laboratory testing, regulatory approvals, and pharmaceutical manufacturing on a single, unified cloud platform that is cost-effective, ready to deploy, and easy to use.


Highly regulated companies choose Xybion to help them become more efficient, reduce costs and manage compliance, regulatory adherence and risk. Since our founding in 1977, we have supported through software, services, and consulting, 100% of the top 20 global life sciences companies.


Serving more than 160 customers in 25 countries, we have the global scale and expertise to bring our employees around the world together to drive innovation, manage complex business processes, improve program administration and client service delivery.


Job Title : Manager - Customer Support


Job Description:


We are looking for an experienced customer service Manager to provide excellent customer service and to promote this idea throughout the organization


As a manager your will plan the overall customer support operations to meet service SLAs and other KPIs. In addition, will interact with a company’s customers to maintain the high customer satisfaction.


Will build and manage a high-performance team with continuous improvement initiatives to improve the overall function.


Key Responsibilities:


  • Improve customer service experience, create engaged customers, and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies, and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer support engineers and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities


Key Qualifications:


  • Minimum of 12+ years’ experience in Customer Support department in a software industry.
  • Proven working experience as a Customer Service Manager, or Customer Service Lead
  • Prior work experience in FDA-regulated environment would be helpful
  • Knowledge of customer service principles and practices
  • Enough knowledge of the overall product on which they are working
  • An understanding of software programming
  • Proficient in Microsoft Office applications used for creation of supporting documentation.


Compensation:


We offer highly competitive compensation, including commission and a performance-linked bonus.


We thank all applicants for their interest; however, only those selected for an interview will be contacted. For more information about Xybion, please visit https://www.xybion.com/.


Xybion is an equal opportunity employer. We’re committed to fostering an environment of diversity and inclusion.


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