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Career Opportunities: Senior Manager, QT Customer Success
3 months ago
Career Opportunities: Senior Manager, QT Customer Success (28071) QualTex Laboratories is an FDA-registered and CLIA-certified organization that provides state-of-the-art, high volume capacity donor screening and biological testing services. It is one of the largest independent, nonprofit testing laboratories in the United States and has locations in San Antonio and Atlanta. Job Title: Senior Manager, QT Customer Success Job Code: 701658 Shift: Monday-Friday, Day Shift FLSA: Exempt Location: San Antonio General Summary As the Senior Manager of Customer Success at QualTex, you will be essential in safeguarding revenue, cultivating strong customer relationships, and reinforcing our strategic business partnerships. You will lead and mentor a team of Customer Success Managers, guiding them towards achieving excellence in their roles. You must thrive in an ambiguous environment where you must develop, implement, and iterate on business strategies to deliver growth and positive experience. This person has relentlessly high standards and operates as a business owner who understands key levers to achieve results through their team. You will be responsible for all business and operational objectives of the Customer Success Management team. Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise. Major Duties and Responsibilities Create business and operational objectives for your Customer Success team. Collaborate across your team to explore innovative ways to identify and optimize growth levers. Contribute to goal setting and business strategy development for your peer team. Deliver against complex goals where strategy is not defined. Implement and track key input metrics to measure your team’s success. Build and cultivate strong relationships with customers and internal stakeholders. Monitor Customer satisfaction survey results and establish improvement plans. Use customer feedback and market insights to contribute to the development of features and programs. Identify, optimize, and scale improvements that can benefit a large set of customers. Participate in hiring efforts and performance manage the Customer Success Team. Cross-Functional Collaboration with sales, product development, marketing, and other departments. Customer Advocacy within the organization. Training and Development opportunities for the customer success team. Continuous Improvement of processes, tools, and methodologies related to customer success. Budget Management for the customer success department. Education Requires a Bachelor’s Degree from an accredited four-year college or university. Licenses and/or Certifications Valid United States Driver’s License. US Passport preferred. ITIL/PMP preferred. Experience Requires seven or more years of experience in Customer Success Leadership, Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships. Requires five or more years of management experience. Knowledge Must understand and use performance excellence principles and tools for decision making and planning. Must maintain competency in laboratory skills for liquid and material handling. Skills Must be capable of evaluating, interpreting and reporting accurate/valid test results. Must be highly skilled in presenting at a C-Suite Level. Abilities Must be able to lead organizational change initiatives related to customer success. Physical Requirements Must be able to drive on behalf of the organization. Will sit, stand, walk, and bend during working hours. We invest in our people by offering competitive compensation, excellent benefits, and the opportunity to work with the first blood center in America to receive the ISO 9002 accreditation All Full Time Positions Qualify for an Affordable and Competitive Benefits Package to include: 401(k) with Employer Contribution 100% Employer Paid Long-term Disability Plan Extended Illness Benefits (EIB) Group Health Medical Plan with prescription coverage Variety of Voluntary Supplemental Insurances Voluntary Dental Coverage Educational Assistance Program Voluntary Vision QualTex Laboratories, a subsidiary of BioBridge Global, is proud to be an Equal Opportunity Employer committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. #J-18808-Ljbffr
