Global Client Experience Manager

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Lincoln Group

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Global Client Experience Manager Boulder CO

Lincoln Group has exclusively partnered with a startup client within the medical device industry in their search for a world-class Global Client Experience Manager on a direct hire basis.

The Global Client Experience Manager is responsible for maintaining professional relationships with clients to support company revenue and outreach. Their duties include contacting existing clients to discuss new products or services, renewing client contracts to guarantee company revenue and researching new leads to onboard clients.

The Global Client Services Manager must be an excellent communicator capable of leading a team. They are responsible for externally facing relationships with clients as well as internally facing relationships with Client Services Representatives, the leadership team, and other departments. Global Client Experience Manager is expected to have a proven track record of success with the following job duties and responsibilities: 

  • Build a customer service department, team, protocols, KPIs
  • Provide outstanding customer service to clients
  • Manage a staff of Client Services Representatives
  • Enlist support from the marketing and sales team to reach new clients
  • Create and maintain a client communication platform
  • Promote cross-departmental communication

Responsibilities

  • Create and implement customer service protocols
  • Create the KPIs to be measured
  • Identify the tools needed for CRM documentation and order processing
  • Identify, interview, hire, onboard, and train staff for the department
  • Run and source a call center
  • Build company infrastructure for a global call center and business progresses
  • Manage order fulfillment
  • Determine and create policies
  • Automate processes
  • Speaking with clients to determine needs
  • Offering superb customer service
  • Providing continuous excellent support
  • Offering products or services recommendations based on needs approach
  • Working within company systems accurate record keeping
  • Superb management and administrative support

Essential Functions

  • Manage incoming calls and email communication with clients to place orders, confirm status, answer questions, provide solutions, and ensure timely resolutions to issues, take payments
  • Open and maintain customer accounts by recording account information
  • Oversee data entry of client orders, account, and contact information
  • Creation and management of order-related files and documents, including resolution of discrepancies
  • Management and reporting of orders not yet ready for completion or placed on hold
  • Identify and assess clients needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Build, maintain and post information on the companys digital workspace
  • Provide administrative support as needed to management
  • Utilize our company mission, vision, and core values to accomplish goals
  • Use of social media to communicate with customers

Essential Qualifications

  • 10+ years experience performing customer service or similar duties in related field
  • Bachelors Degree required
  • MBA preferred
  • Familiarity with customer service systems and practices
  • Responsible for managing third-party vendors (call centers) or solution providers
  • Strong data entry, typing, and computer skills including use of MS Office programs
  • Strong social media engagement with customers
  • Focus on accuracy and attention to detail
  • Desire and ability to work in a fast-paced, production environment
  • Willingness to work outside of normal business hours such as nights, holidays, or weekends
  • Call center experience required
  • Must have performed customer service leadership for a product-based organization
  • Previous experience within medical device or technology products strongly preferred

Applicant Requirements

  • Benevolent and charitable and result driven
  • Coachable, receptive and goal oriented
  • Focused with a drive for success, self-motivated, and entrepreneurial spirit
  • Honesty, integrity, positivity
  • Excellent time management and organizational skills
  • Proficient computer literacy and strong written and verbal communication
  • Relationship builder with a desire to help people, polished and professional

Location:  Broomfield, CO

Compensation:  Base salary target $70k-$110k, plus bonus, and GENEROUS stock options

For immediate consideration in joining a cutting-edge, medical device manufacturer, and market disruptor, please apply directly to the job positing and include your resume, availability, and base salary requirements.

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