Lead Customer Service Experience Manager
Clario
Summary
Join Clario, a part of Thermo Fisher Scientific as a Lead Customer Service Experience Manager, serving as a key connection between Customer Care, our customers, and internal stakeholders. You’ll lead complex customer escalations, align expectations with department objectives, and use data, cross-functional expertise, and proven resolution strategies to strengthen customer relationships and continuously improve the customer experience.
Job description
What You’ll Be Doing
- Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships.
- Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction.
- Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.
- Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.
- Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.
- Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.
- Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.
What We Look For
- Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience.
- At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry.
- At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department. A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.
- LEAN or ITIL certification and Agile certification.
- Proficiency with Microsoft Office applications and related software.
- Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.
- Excellent written and verbal communication skills in English, with the ability to communicate complex or technical information clearly and accurately to varied audiences; additional language proficiency is a plus.
- Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines.
- Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.
- Based in the United States and able to work remotely.
Requirements
- Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience.
- At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry.
- At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.
- A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.
- LEAN or ITIL certification and Agile certification.
- Proficiency with Microsoft Office applications and related software.
- Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.
- Excellent written and verbal communication skills in English.
- Strong problem-solving, organizational, and time-management skills.
- Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.
- Based in the United States and able to work remotely.
Benefits
- Competitive compensation
- Medical, Dental & Vision
- Remote work options
- Tuition reimbursement
- Employee assistance program
- Wellness programs
- Life insurance
- Disability insurance
Company overview
Clario is a leading provider of technology solutions for clinical trials, offering comprehensive services that support pharmaceutical, biotechnology, and medical device companies throughout the drug development process. The company specializes in electronic clinical outcome assessments (eCOA), cardiac safety solutions, medical imaging services, and endpoint management. With decades of experience in the clinical research industry, Clario combines scientific expertise with advanced technology platforms to deliver reliable data collection and analysis services. Their solutions help streamline clinical trial operations, improve data quality, and accelerate drug development timelines. Clario's global presence and integrated technology ecosystem make it a trusted partner for organizations conducting complex clinical studies across various therapeutic areas, from early-phase research to post-marketing surveillance.