Customer Experience and Quality Specialist

1 month ago


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

We are seeking a results-driven customer/technical support leader to join our team at Alveo Technologies. As a key member of our customer support team, you will be responsible for ensuring the highest level of satisfaction for our customers by overseeing all aspects of customer and technical support operations.

Responsibilities
  • 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.
Requirements
  • Experience: Minimum of 5+ years of experience in customer support or related roles within the biotech or pharmaceutical industry.
  • Education: Bachelor's degree in life sciences, business administration, or related field; advanced degree preferred.
  • Skills: 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.

Estimated Salary: $170,000 - $217,000 per year



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