Femtonics - Customer Success Team Leader - Femtonics

Career

Being deeply inspired about developing hi-tech devices supporting medical science and about forming a passionate team.

Customer Success Team Leader

Now we are seeking a CUSTOMER SUCCESS TEAM LEADER who has a passion for delivering a superior customer experience that differentiates Femtonics from its competitors.
The ideal candidate is a self-motivated leader having a proven track record of providing a remarkable customer experience in a life-science focused industry. This experienced leader will need to bring expertise in building, leading, and motivating a service-focused team and implementing best practices driven towards enhancing customer experience. The clearly confident, yet humble and curious leader can develop and align teams with strong communication, relationship building, and collaboration skills.

Responsibilities

  • Deliver a superior customer support experience to Femtonics customers
  • Drive the support team towards the vision, direction, and culture of Femtonics
  • Achieve goals by maximizing the success of the team members through motivating, rewarding, and coaching
  • Manage individual and team performance expectations and goals
  • Engage in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies)
  • Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements
  • Develop and maintain effective relationships with customer contacts
  • Work with other Femtonics departments (optical engineers, mechanical engineers, electrical engineers, software engineers, financial administrators, sales representatives) on initiatives that will drive down case volume or overall time to resolution
  • Define and develop process and procedures that drive efficiency and consistency in support
  • Identify and remove roadblocks
  • Manage and address client escalations quickly
  • Effectively manage projects to meet deadlines and achieve results
  • Identify, meet and exceed team and individual metrics that contribute to Femtonics management objectives
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Experience and knowledge

  • 5+ years of related experience
  • 2+ years of proven leadership and management experience
  • Excellent communication and organizational skills required
  • Track record of leadership success, managing and mentoring teams
  • Ability to interface with diverse internal and external stakeholders
  • Superior analytics, problem-solving, and troubleshooting skills
  • Ability to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environment
  • Strong knowledge of effective business requirements practices and support methodologies
  • A passion for improving processes and a commitment to customer satisfaction
  • Fluent Hungarian, Native-level English in oral and written form
  • Ready to travel at the national and regional level

We offer

  • Long-term perspective
  • A young, dynamic staff provding great support
  • Flexible work schedule

Work time: Full time



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