Client Success Advocate
2 months ago
Client Success Advocate
Position Overview
At Biolyst Scientific, we are dedicated to meeting the dynamic requirements of healthcare professionals and researchers amidst the challenges of supply chain management and the pressing need for scientific innovation. Our commitment extends beyond mere order fulfillment; we strive to be a partner in your success, offering expertise and genuine support.
Role Summary
As a Client Success Advocate, you will play a pivotal role in delivering outstanding customer service and technical assistance to our key clients utilizing our diverse range of scientific and diagnostic solutions. You will serve as a vital connection between our organization and its clients, ensuring effective communication and prompt resolution of inquiries and challenges.
Key Responsibilities
Customer Interaction and Support:
- Respond to client inquiries in a timely and professional manner through various communication channels.
- Provide precise information regarding products, applications, pricing, and availability.
- Assist clients in resolving technical issues with our offerings, escalating complex matters to the appropriate teams as necessary.
- Address and resolve client complaints with empathy and efficiency, aiming for resolution on the first contact whenever feasible.
Sales Support and Enablement:
- This role is essential in supporting our sales efforts and expanding our relationships with existing clients. While this position does not involve commission-based compensation, the individual should prioritize actions that assist our sales team in securing business.
- Identify new business opportunities (cross-selling and upselling) and engage in discussions with clients regarding these prospects. Facilitate communication between clients and our sales team.
- Organize and lead business review meetings regularly as driven by client needs or internal directives.
- Assist in the preparation of quotes by collaborating closely with the sales team.
Order Processing and Logistics:
- Manage order processing, including entry, tracking, and logistics coordination.
- Work closely with logistics and warehouse teams to ensure timely order fulfillment.
- Proactively follow up on order statuses and communicate any delays or issues to clients.
Technical Expertise and Product Knowledge:
- Develop a comprehensive understanding of our product offerings, including specifications and applications.
- Conduct product demonstrations and training sessions for clients, both remotely and occasionally on-site.
Documentation and Reporting:
- Maintain accurate records of client interactions, transactions, and feedback using CRM software.
- Generate reports on client feedback, inquiry trends, and common issues to enhance our products and services.
- Create business review materials (PPT, Excel, Power BI) to prepare for client meetings.
Cross-functional Collaboration:
- Collaborate with sales, marketing, and product development teams to share client feedback and insights.
- Work closely with manufacturing, logistics, warehouse, and finance teams to ensure efficient order processing and shipping.
- Participate in regular team meetings and contribute to initiatives aimed at improving client satisfaction and retention.
Skills and Qualifications
- Strong analytical skills with the ability to interpret client data and generate insightful reports.
- Excellent written and verbal communication abilities.
- Proficient in multitasking and managing time effectively.
- Exceptional problem-solving skills.
- Able to collaborate effectively across departments and teams.
Minimum Requirements
- Bachelor's degree in a relevant field such as Biology, Chemistry, Biochemistry, or a related life science discipline.
- Demonstrated experience in customer support or technical support roles within the life sciences or diagnostic products sector.
- Strong interpersonal and communication skills, capable of conveying technical information clearly to clients with varying levels of expertise.
- Proven problem-solving abilities and a proactive approach to addressing client concerns.
- Familiarity with CRM software and Microsoft Office Suite.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Commitment to delivering exceptional customer service and a passion for supporting advancements in healthcare and diagnostics.
Biolyst Scientific is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.
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