Client Excellence Manager

The Manager of the Client Excellence Services Team will oversee all communications associated with product requests, replenishments, set consignments and Customer Experience Excellence.  They will guide and direct the activities of customer experience representatives to ensure their interactions with Reps, Distributors & Surgery Center personnel reflects positively on the company.  The Service Excellence Manager will collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.  Key contributor in the liaising with CTL Amedica’s Sales, Marketing and Product Management Teams to analyze customer feedback and develop programs effective for improved customer experience.

DUTIES AND RESPONSIBILITIES (essential functions of position): 

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Developing and implementing strategies that optimize customer experience

• Identifying key touch points in the customer journey and optimizing them for improved customer experience
• Oversee the hiring, orienting, and training of CTL Amedica’s customer experience team
• Communicating with customers personally to understand their needs and feedback
• Analyzing customer feedback and market research, and using that information to make improvements
• Collaborating with other departments to ensure consistency of customer service
• Liaise with the Purchasing / Planning and Manufacturing departments to ensure delivery of high quality products and services
• Establish communication mediums through which customers can readily contact CTL Amedica and vice versa
• Work with the sales and marketing team to develop strategies to improve customer experience
• Provide guidance in the restructuring of our organization into a customer-focused establishment
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Provide assistance, when necessary, related to shipping and delivery options
• Review Set Performance and facilitate Set Return Requests
• Coordinate Individual component retrieval requests from the field.
• Assist in resolution of customs delays and international shipping related matters

• Monitoring and reporting on customer satisfaction metrics

• Other duties as assigned

ESSENTIAL SKILLS, EXPERIENCE AND QUALIFICATIONS: 

• Proven work experience as a Client Excellence Manager or similar role
• Excellent communication and leadership skills
• Ability to analyze and interpret customer behavior
• Proficiency in Customer Relationship Management (CRM) software
• Understanding of customer service practices and principles
• Experience in conflict resolution and customer satisfaction
• Bachelors degree in Business Administration or relevant field

SUPERVISORY RESPONSIBILITIES:

• Responsible for all members of the Client Excellence Services Team.