Senior Manager, Customer Success

Our Client, a Global Leading Top Fortune Company is offering a unique opportunity to be part of a Global Share services in Puerto Rico. This unique start-up offers a lifetime professional opportunity to obtain a Global experience and exposure working from Puerto Rico. Be Part of the Brain and Heart of this Multinational Operations ‘mission of offering solutions through edge technology to their worldwide client base. Contact Careers to become part of a exiting and attractive Global Company without the need to relocate out of Puerto Rico.

The Senior Manager, Customer Success position is responsible for ensuring that all Company’ customers upstream and downstream obtains a measurable value from using the Company’ Global Data Services & Solutions Insights and AI services.

This role is responsible for leading the Customer success and Help Desk team composed of data analysts and supply chain experts who deliver global customer support, analytics guidance and incident management for all data services products.

Responsibilities:

• This Manager represents the Customer Voice ensuring the insights obtained by the Global Data Services & Solutions are actionable, secure and of added value.
• Be the liaison of the customer experience, logistics, and data analytics to guarantee customer satisfaction and supply- chain reliability worldwide.
• Lead the team responsible for delivering support for the data analytics and insight services
• Establish operational excellence standards
• Build a customer -first culture centered on responsiveness and analytics accuracy
• Standardize customer support workflows using ServiceNow or Jira Service management
• Primary escalation contact for manufacturers, distributors, and providers networks to provide a data analytics services to drive continuous quality improvement
• Design and implement a Customer Success Plans aligning clients goals to supply chain metrics
• Maintain close relationship with C-level Clients such as Supply Chain Directors and, Data Governance Officers
• Measure and improve customer services through formal Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs using insights into service improvements
• Ensure all supply chain data services operations comply with HIPAA, FDA 21 CFR Part 11, DSCSA, GDPR, ISO 27001, Soc 2 Type II
• Maintain performance dashboards tracking systems

Requirements

• Master Degree in Data Analytics, Supply Chain Management, Business Intelligence, MBA or related field.
• 8 plus years in customer Success, Supply -Chain Analytics, Technical Account Management
• 5 plus years of experience leading data analysts and supply chain professionals
• Experience improving service adoption and ROI for enterprise data or SaaS platforms
• Experience in data operations spanning on-prem and cloud ecosystems (Azure, Databricks, Neo4j, PostgreSQL)
• Experience of pharmaceutical industry data analytics services, logistics, serialization, chain management and regulatory
• English proficiency required
• Nice to have certifications: ITIL v4, CCSM, Supply Chain certifications, ISO 27001, Databricks, Azure

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