Customer Account Manager III(m/w/x)

Description

You will drive customer success in Germany by managing complex accounts, resolving high-level inquiries, and partnering with sales teams to deliver a world-class service experience.

Requirements

• •Ability to travel 40% of time
• •Bachelor’s degree, Associate degree with 2 years experience, or GED with 4 years experience
• •Sound judgment in selecting effective solutions
• •Comprehensive customer service and billing expertise
• •Fluency in German and English
• •Proficiency in Microsoft Office Suite
• •Ability to perform essential job duties
• •High empathy, enthusiasm, and self-confidence
• •Maturity and initiative in query handling
• •Excellent teamwork and independent working skills
• •Multi-tasking with accuracy and detail orientation
• •Tenacity and resilience in overcoming obstacles
• •Conflict resolution skills
• •Willingness to adhere to strict procedures
• •Superior interpersonal, organizational, and communication skills
• •Professional telephone manner
• •Experience with Standard Operating Procedures (SOPs)
• •Ease of working with internal groups
• •Superb follow-through and relationship management
• •Current authorization to work in country
• •Bachelor’s Degree in Business or Science
• •Fluency in another European language
• •Clinical, medical, or scientific background
• •Customer service experience in healthcare (preferred)
• •Salesforce.com experience

Tasks

• •Report to the German Customer Service Manager
• •Collaborate with sales and commercial personnel
• •Support sales objectives through strategic activities
• •Engage with customers to ensure retention
• •Oversee operational and administrative service processes
• •Develop a world-class customer experience model
• •Address queries from diverse customer groups
• •Liaise with international sales and marketing
• •Provide logistics and personalized customer service
• •Drive customer success culture across the organization
• •Execute solutions for critical business issues
• •Advocate for customer needs through internal partnerships
• •Provide inside sales support to field staff
• •Define and track account performance metrics
• •Prepare executive summaries of account progress
• •Improve customer service efficiency and processes
• •Resolve escalated and complex customer complaints
• •Manage the customer service hotline and documentation
• •Oversee order fulfillment and specimen retrieval
• •Represent customer service in inter-departmental meetings
• •Triage inquiries to ensure a seamless experience
• •Manage multiple projects with a sense of urgency
• •Comply with quality management system policies

Tools & Technologies