Customer Support Manager

2 weeks ago

Fremont, California, United States Alveo Technologies Full time

About Alveo

Alveo is leading a transformation and evolution in global pathogen detection and diagnostics with a proprietary platform that changes the way all manner of pathogens and infectious diseases are detected and managed. The company's globally patented pathogen identification and diagnostic platform uses cutting-edge molecular testing and cloud-based data analytics for rapid identification and diagnosis of a broad range of pathogens in people, animals, crops and environmental systems. Alveo's agile and dynamic diagnostic platform can be adapted to detect a wide range of fungal, bacterial and viral pathogens that threaten people, animals, food supplies, and water which impact public health. Access to highly accurate, real-time, geo-located pathogen identification at the Point-of-Need (PoN) is transforming the way the world identifies, communicates, and addresses everything from livestock health and global pandemics, to crop yields and water quality. Alveo empowers the world to Know Sooner, Act FasterTM. To learn more visit

We are seeking a highly motivated and experienced Customer Support Manager to join our dynamic team. The Customer Support Manager will play a crucial role in ensuring the highest level of satisfaction for our customers by overseeing all aspects of customer and technical support operations. This individual will grow and develop a robust customer support system, provide technical support and conduct and/or coordinate product training, maintain compliance with Alveo's QMS and ISO 13485 regulations, manage customer inquiries and escalations, process purchase orders and interface with distributors when needed, and collaborate closely with cross-functional teams to resolve issues efficiently. We are looking for someone who is driven, detail orientated, and results oriented.

Key Responsibilities:

· Customer Engagement: Build strong relationships with key clients, serving as the primary point of contact for addressing inquiries, resolving issues, and proactively identifying opportunities to enhance customer experience.

· Issue Resolution: Manage customer escalations and complex inquiries, utilizing problem-solving skills and technical expertise to effectively address issues and ensure timely resolution. Expand and maintain repository of technical support and training materials.

· Process Design and Improvement: Review existing process and rapidly identify areas of improvement that can enhance scalability, compliance and customer experience. Build out NetSuite Support CRM in accordance with Alveo QMS and ISO regulations. Continuously evaluate and improve customer support processes, systems, and workflows to optimize efficiency and enhance overall service delivery.

· Performance Monitoring: Develop and maintain performance metrics and KPIs to measure the effectiveness of customer support operations and product performance, regularly analyzing data and implementing strategies for improvement.

· Cross-Functional Collaboration: Collaborate with internal teams, including Sales, Marketing, R&D, and Quality Assurance, to coordinate efforts and drive initiatives aimed at exceeding customer expectations.

· Documentation and Reporting: Maintain accurate records of customer complaints, interactions, feedback, and resolutions, and generate regular reports to communicate key insights and trends to management.

· Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and priorities to inform product development, risk assessments, marketing strategies, and business decisions.

· Department Expansion: Build out existing customer support platform and work with marketing department to generate customer support documents. Manage and collaborate with internal and external teams to maximize impact.

· Order Processing: Work with quality and operations teams to generate a Sales Order upon Purchase Order receipt and communicate with customer when applicable.

Qualifications:

· Bachelor's degree in life sciences, business administration, or related field; advanced degree preferred.

· Minimum of 3-4 years of experience in customer support or related roles within the biotech or pharmaceutical industry.

· Experience providing direct technical support and product training to customers

· Managed, executed and maintained support documents for end user/distributor

· Mastery of CRM systems (NetSuite and Salesforce a bonus) and proficiency in Microsoft Office suite.

· Proven track record of successfully managing customer support teams and driving results in a fast-paced environment.

· Strong project management and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels.

· Strong problem-solving abilities, with a strategic mindset and a proactive approach to identifying and addressing customer needs.

· Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.

· Passion for biotechnology and a commitment to delivering exceptional customer service.

Preferred Qualifications:

· Implementation and refinement of NetSuite CRM.

· Experience working in the medical diagnostics/devices industry (IVD), with a strong understanding of biotechnological products and technologies.

· Familiarity with regulatory requirements and quality standards applicable to medical devices, such as FDA regulations and ISO standards.

· Knowledge of patient privacy regulations, including HIPAA, and experience ensuring compliance with data security and confidentiality requirements. Certification in HIPAA compliance or related areas of healthcare compliance is a plus.

· Understanding and experience in order processing and the quote-to-cash process

Salary range for this position is $122,000/year - $140,500/year

We are an equal opportunity employer and value diversity at Alveo Technologies. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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