Senior Manager, Customer Care

hace 3 semanas

Barcelona, España Clarivate A tiempo completo

Clarivate is seeking a dynamic
- About You - experience, education, skills, and accomplishments _
- Bachelor's degree AND/OR customer care/support services experience and background in the Life Sciences and Healthcare industry
- 8+ years of experience in customer care and/or with Clarivate’s Life Sciences and Healthcare products
- 3+ years in a management or informal leadership role
- Experience with CRM systems (Salesforce or similar) and other customer care technologies (PowerBI or similar)
- Intermediate to advanced proficiency with MS Office Suite: Excel, Word, PowerPoint, etc.
- It would be great if you also had _
- Strong leadership and team management skills, with the ability to motivate and inspire others
- Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers, employees, and stakeholders at all levels
- Strong analytical and problem-solving skills, with the ability to analyze data and use this information to drive business decisions
- Demonstrated ability to develop and implement customer care strategies that improve customer satisfaction and retention
- Ability to work in a fast-paced environment and manage multiple projects and priorities simultaneously
- Strong customer focus, with a passion for delivering exceptional customer service
- What will you be doing in this role?..._
- Lead and manage the customer care team to deliver exceptional customer service, ensuring that customer inquiries and complaints are addressed promptly and effectively
- Develop and implement customer care strategies that align with the company's overall business objectives, including the use of new technologies and techniques to improve the customer experience
- Analyze customer feedback and data to identify areas for improvement in the customer care process, and implement measures to address these issues
- Ensure that customer care team members are trained on the company's products and services and have the necessary skills and knowledge to effectively serve customers
- Monitor and report on key customer service metrics, such as response times, customer satisfaction scores, and first-call resolution rates, and use this information to continuously improve the customer care process
- Collaborate with other departments, such as sales, marketing, product management, and product engineering to ensure that the customer care function is aligned with the overall business strategy
- Manage budgets, resources, and staffing levels to ensure that customer care operations are efficient and effective
- Stay up to date with industry trends and best practices in customer care and recommend changes to processes and policies as needed to stay ahead of the competition
- Develop and maintain strong relationships with key customers and stakeholders, and act as a champion for the customer within the company

Hours of Work

This role is a hybrid position based out of one of our Clarivate office locations

Ability to be flexible with working hours across regions and time zones worldwide

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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