Responsibilities:
- Follow up and project manage with key accounts post go-live, including managing ticketing and customer service support post go-live
- Providing key success metrics post go-live to your reporting officer
- Ensuring that the multiple levels of customer service support including helpdesk, ticketing and other operational pipelines are serviceable and operational to meet the customer expectations
- Manage and ensure the warranty requirements and the maintenance of the software systems and conducted regularly, and to work cross-functionally with the software teams to ensure that
- Implement, and oversee training programs for customer-facing teams (e.g., support, onboarding, success managers) to ensure consistency in service delivery, product knowledge, and customer engagement practices.
- Support the creation of training materials to aid customer onboarding and the conduct of demos for prospective customers
- Track and manage projects under key accounts on management software tools
- To provide require metrics and information of the service back to key account stakeholders
- Role will also entail the UAT testing of the devices and the regulatory maintenance based on the Quality Management System and the ISMS System
Requirements:
- Degree in Life Science, engineering or related discipline
- At least 5 years of consistent experience in customer relations and customer service management, ideally in the healthcare sector.
- Knowledge of the life-science and/or healthcare sector within APAC
- Strong analytical, management and communication skills
- Driven personality and must be able to demonstrate initiative
- Strong influencing skills
- Highly versatile staff that is able to juggle between calls with the US and APAC team including not limited to ANZ markets as well
- Open to options of remote travel or overseas stay for a sustained period of time
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