Manager, Customer Success Engagement, EMEA

Who We Are:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future? 

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families. 

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts. 

Job Summary:

The Manager Customer Engagement is a client-facing role, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. Within this function the individual is responsible for providing leadership to the team and be the strategic partner to Sales. As the trusted advisor and advocate for our customers, the Manager Customer Engagement enables the team to manage the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Manager Customer Engagement will collaborate with CS Operations to ensure all needs are understood and met. Together with CS Analytics & Digital Solutions this role enables a digital experience for the customer transforming the way we do business together, enhancing the online interactions our customers have with West. This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction.

This is a hybrid role – 2 to 3 days week in our Dublin, Ireland office.

Essential Duties and Responsibilities:

• Leading the Customer Engagement NAM team and helping implement the new structure by proactive change management and motivation of the team
• Providing differentiating service for Strategic Accounts, owning our customers journey
• Aligning with Global counterparts to create one global customer experience
• Identifying key customer stakeholders and develop strategies to build trusted advisor relationships with them
• Maintaining a regular interaction with Sales on all levels to proactively identify potential issues and additional potential opportunities
• Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
• Sharing market insights by gaining understanding on customer requirements and trends in Customer Service
• Sustaining a sense of urgency across the organization to solve customer issues
• Customer Satisfaction, as measured by NPS (Net Promoter Score)
• Overseeing the handling of daily customer interactions professionally by phone and email
• Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
• Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
• Ensuring support to the AR team in resolving invoicing discrepancies
• Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
• Other duties as assigned

Basic Qualifications:

• Bachelor’s degree in business or equivalent experience
• 8 years of experience with 3-4 years of experience in leading a team in client services or customer service

Preferred Knowledge, Skills and Abilities:

• Prefer 2-3 years’ direct experience in customer interaction roles
• Knowledge or experience with ERP tools like SAP with Sales and Distribution
• Working knowledge of MS Office or the willingness to learn it quickly
• Highly proficient in written and spoken English
• Ability to deliver great customer experience and to be invigorated by constant personal interaction
• Strong communication skills
• Strong people skills – approachable, good listener, empathetic
• Strong learning capacity
• Ability to work independently in global environment
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Able to comply with the company’s safety and quality policies at all times

Travel Requirements:

• Up to 5% travel required

Physical and Travel Requirements:

• Sedentary – exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to life, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met
• Position operates in a professional office environment. May stand or sit for extended periods of time
• Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read & write, speak in front of groups, express & exchange ideas, understand direction and adhere to procedures
• Organizational skills will enable planning, prioritization & achievement of goals especially of importance for the successful execution of related activities
• Read and interpret data, information and documents
• Must maintain the ability to work well with others in a variety of situations
• Must be able to multi-task, work under time constraints, problem solve, and prioritize
• Ability to make independent and sound judgments
• Observe and interpret situations, analyze and solve problems
• Communication, quick decision making, interpreting data, reading or writing, public speaking — must be able to express or exchange ideas with team members
• Must be able to understand direction and adhere to established procedures

#LI-NJ1

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening. 

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