Customer Support Director

4 weeks ago

Alameda, California, United States Alveo Technologies Full time
About Alveo Technologies

At Alveo Technologies, we are revolutionizing molecular detection and diagnostics to make them universally accessible. Our innovative platform employs IntelliSense, a patented method of direct electrical sensing of nucleic acid amplification, to provide affordable, rapid, and accurate results.

By enabling early pathogen detection, we help manage global health, food security, and supply chain resiliency. Our diagnostic platform is rugged and portable, making it ideal for use in various settings.

We are seeking a highly motivated and experienced customer/technical support leader to join our dynamic team. This crucial customer-facing role is multi-faceted and will ensure the highest level of satisfaction for our customers by overseeing all aspects of customer and technical support operations.

This individual will enhance, grow, and develop a robust customer support system, provide technical support, and conduct and/or coordinate product training. They will maintain compliance with Alveo's QMS and ISO 13485 regulations, manage customer inquiries and escalations, process purchase orders, and interface with distributors when needed.

We are looking for someone who is driven, detail-oriented, and results-oriented. The ideal candidate will have a passion for biotechnology and a commitment to delivering exceptional customer service.

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.
  • Process Design and Improvement: Review existing processes 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.
  • 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.

Requirements:

  • Passion for biotechnology and a commitment to delivering exceptional customer service.
  • Experience providing direct technical support and product training to customers.
  • Proven track record of successfully managing customer support teams and driving results.
  • Minimum of 5+ years of experience in customer support or related roles within the biotech or pharmaceutical industry.
  • Managed, executed, and maintained support documents for end-user/distributor.
  • Strong project management and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels.
  • Mastery of CRM systems (NetSuite and Salesforce a bonus) and proficiency in Microsoft Office suite.
  • 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.
  • Bachelor's degree in life sciences, business administration, or related field; advanced degree preferred.

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.
  • Previous experience in product management and/or marketing a plus.

Salary Range: $170,000 - $217,000 per 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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