Account Enablement Team Lead
Core
Operational backbone of the Account Enablement team, balancing hands-on customer support with team leadership to ensure service quality and SLA compliance.
Role type
Senior IC Account Enablement Team Lead
Builds
Customer accounts, onboarding processes, and operational efficiency
Domain
Medical Device / Pharmaceutical
Deliverable
client delivery
Required skills
Team leadership, SLA monitoring, account creation/maintenance, process improvement, training & coaching, quality assurance, cross-functional partnership, escalation management
Preferred skills
Medical Device or Pharmaceutical experience, SAP/ERP experience, continuous improvement project experience, subject matter expertise
Technologies
Microsoft Office Suite, SAP
Responsibilities
Monitor team workload and prioritize account requests, serve as primary escalation point, support new account creation and onboarding, monitor service levels for SLA compliance, provide coverage for absent agents, assist with complex account issues, partner with cross-functional teams, facilitate training and knowledge transfer, maintain process documentation, support operational projects, complete quality assurance reviews
Seniority
Senior, hands-on IC with leadership duties
