Customer Success Manager at bioMerieux Nigeria

bioMérieux is a family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. Our entrepreneurial adventure, begun over a century ago, is driven by an unrelenting commitment to improve public health worldwide. Since 1963, we've been paving the way in the field of in vitro diagnostics and have contributed greatly to improving public health and making the world a healthier place. The solutions that our teams imagine, develop and manufacture are key to enable healthcare professionals and industry players to make confident decisions to improve patient outcome and ensure consumer safety.

We are recruiting to fill the position of:

Job Title: Customer Success Manager

Location: Nigeria
Position Type: Unfixed Term
Job Function: Customer Service

Responsibilities 
What will be your responsibilities within bioMérieux?

• Define & drive the Service Contract Sales strategy to ensure growth and profitability for bioMérieux Africa and meet the defined annual service budget
• Conduct market studies in order to position the Service Contract offer in line with customer needs, regulatory & legal processes in different markets
• Ensure conformity with quality standards by driving QCV & PM kit order management as well as spare part order management
• Provide monthly reports on Service budget achievement for each region
• Liaise with local and international teams to ensure swift resolution of distributor and end-customer complaints within the defined SLAs
• Enhance the remote resolution rate by driving the implementation of remote customer support tools across Africa regions to ensure efficiency in complaint resolution
• Ensure frequent customer visits across the region to understand emerging customer requirements and build relationships with distributors and customers alike
• Liaise with local Africa teams to drive the software upgrade & PC/OS Obsolescence strategy & ensure operational efficiency of the Africa Installed Base & accuracy of diagnostics.
• Co-ordinate local and international product trainings for bioMérieux Africa service teams and distributor service teams
• Liaise with local and global teams towards successful implementation of Customer Support platforms such as CRM, Support Centres and customer self-service tools
• Co-ordinate customer satisfaction surveys in liaison with regional Customer Service Managers and manage customer feedback towards service enhancement
• Support implementation of various Customer Experience strategies to enhance service delivery in Africa

Who you Are?

• Holder of Bachelor’s Degree in Biomedical Engineering, Medical Technology and/or Medical Science field
• 3+ Years’ experience in the IVD / Medical / Bio-Medical Science industry
• Good knowledge of the laboratory environment
• Minimum 3 years’ experience in Sales, Marketing and or Customer Experience
• Experience in dealing with customers on an international scale (Africa)
• Experience in working with distributors and end-customers
• Proficiency in the French language will be an added advantage

Skills and Qualifications:

• Sales results oriented with good negotiation skills and a proven track record in upselling & cross-selling products & services
• Superior verbal and written communication skills, with an ability for tact and diplomacy
• Ability to work in a matrix environment with cross-cultural flexibility
• Proven track record in facilitating for customer satisfaction & management of customer queries & complaints
• Proficiency in MS Excel & data analysis
• Excellent interpersonal, multi-tasking and time-management skills
• Ability to work with diverse teams as a team player
• Outgoing personality and demonstrated passion for customers

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.