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Customer Success Manager

Company: IQVIA Argentina
Location: Bridgewater
Posted on: April 9, 2021

Job Description:

Primary Location: Bridgewater, New Jersey, United States Additonal Locations: Parsippany, NJ, USA; Plymouth Meeting, PA, USA; Wayne, PA, USA Full time R1194318 Date Posted: 03/23/2021 Customer Success Manager, Omnichannel Marketing We are looking for a Customer Success Manager to champion and provide support to the overall Omnichannel Marketing Success and Support team in the management of our technology support services. This role requires strong communication skills and critical thinking skills in the support of our technology's applications. We are passionate about our customers and our services; help us change the face of omnichannel marketing support. You will be right in the middle of the communication between different stakeholder groups (customers, client teams and technical teams) to ensure our customers' needs are being met. The Role:

  • As part of the support and success team, you will help the support analysts manage and deal with customer inquiries and solve problems
  • You assist the technical support team in evaluating, prioritizing and provision of technical support for incoming requests from our application users
  • You oversee daily customer needs and drive towards resolution
  • You pitch in and handle Tier 1 type of communication to support the analysts as needed
  • You create and publish reporting of main performance KPI's and key metrics to the client teams and management (response times, backlog, contact volumes, etc.). Process management and reporting regarding the customer case workflows (adding details, routing of tickets, priority setting)
  • You participate in or lead special projects to continuously improve the Success and Support team and its goals within Omnichannel Marketing The Details:
    • You support our customers and our support analysts by ensuring our customers are regularly kept up to date on their inquiries
    • You keep management and the client teams apprised of escalated incidents and status
    • You become familiar with our support ticketing system and advise the support analysts on best practices
    • You understand how to structure complex issues and summarize them in simple words. You can communicate technical concepts to technical and non-technical audience
    • You enjoy working independently, but you also enjoy exchanging ideas in cross-functional teams
    • You have a well-structured, self-organized and reliable way of working approach
    • You will be responsible for managing the support ticket processes and reporting to achieve the support team objectives
    • You manage the information knowledge base ensuring the support analysts and customers have the latest information they need to support our customers. You created needed documentation to grow the knowledge base
    • Even in stressful situations, you keep a cool head, prioritize, and efficiently solve your customers' requests
    • You participate in company events such as training and internal initiatives and provide training, coaching and actively share knowledge
    • You assist with special projects for the Success and Support team to enhance team performance and implement process improvements Requirements:
      • Minimum of 5 years' experience working in a technology support and helpdesk position with small to medium sized businesses or team or relevant experience
      • Bachelor's degree, preferably in Business, Communication, Computer Science, Operations, or equivalent experience performing related work
      • Exceptional written and oral English language communication skills and experience producing documentation such as FAQs or Knowledge Base articles
      • Understanding of KPI's and key customer service metrics and reporting
      • Demonstrated analysis and problem-solving skills
      • Must have a basic understanding of Microsoft Office applications, particularly MS Word, Excel, and Visio. At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com .
        IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA's Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

Keywords: IQVIA Argentina, Trenton , Customer Success Manager, Executive , Bridgewater, New Jersey

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