Customer Experience Manager
Core
Determine execution strategy for the Customer Experience Organization across districts and territories, driving revenue growth, customer success, and operational excellence.
Role type
Senior Customer Experience Manager (Sales & Operations)
Builds
Revenue growth, customer success initiatives, and operational excellence for diagnostic solutions in hospitals, laboratories, and clinics.
Domain
Healthcare diagnostics / Life Sciences
Required skills
Revenue management, territory business development planning, team mentoring, KPI monitoring, stakeholder relationship management, supply forecasting, distributor business management
Preferred skills
Sales experience in diagnostics or healthcare, advanced degree in Medical Technology/Life Sciences/Business
Technologies
MyDash, PowerBI, TUFP
Responsibilities
Assume full revenue responsibility for total country plan revenue; Collaborate with Ambassadors to develop comprehensive territory business development plans; Nurture and mentor Ambassadors; Monitor and report Key Performance Indicators (KPIs); Manage and deliver first-line service support and escalations; Partner with cross-functional teams including Acquisition, Logistics, and Regional Marketing; Maintain a high Net Promoter Score (NPS); Provide accurate weekly supply forecasts; Manage all aspects of distributor business including quarterly business reviews.
Seniority
Senior, hands-on IC with team leadership