Customer Systems Support Manager (Pharmaceutical)
- Recruiter
- Confidential
- Location
- Hatfield
- Salary
- Competitive
- Posted
- 07 Oct 2020
- Closes
- 03 Nov 2020
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
Customer Support Manager
Reporting to Business Solutions, Pharmaceutical Services
Full time permanent position
Competitive salary plus bonus and excellent benefits
Our client is a multi-cultural, healthcare, global company and seeking an experienced Customer Support Manager creating positive customer experiences with the department's technological solutions (CRM, NAYA and Veeva PromoMats plus others according to business needs) by engagement, problem solving and supporting the end user in optimising use of the systems to enable effectiveness and efficiency in their business area. Identifying training needs and design, coordinate and deliver training to improve end user skill set in collaboration with colleagues.
Forming user groups to understand the internal customer needs and recommending solutions that support technology enhancements, the strategic direction of the department and that provide benefits and greater customer satisfaction for the end user.
Main duties/responsibilities
* Accountable for an allocated number of countries within the EMEA, region. Eg: Located in the UK but accountable for UK, Australia and others EMEA regions e.g. Austria: Czech Republic and Slovakia
* Design and implementation of a customer focus plan to enhance, embed and improve use of core systems
* Provide internal customer insights at departmental team meetings to help colleagues take a customer centric approach
* Recommend customer solutions
* Build sustainable relationships of trust with internal customers through open and interactive communication
* Using the appropriate channels and tools to connect with internal customers to meet their needs
* Fulfilling customer needs to ensure customer satisfaction
* Accessing the systems inbox daily and providing the internal customers with satisfactory answers in local language
* Analysing the inbox to identify common threads and design a solution to help and support the customer
* Preparing correspondence to respond to customer phone or email enquiries
* Clarifying the customer problem and forming the best solution to resolve
* Trouble shooting and escalating queries if not resolved within a reasonable time period
* Coordination of system processes: EG: Monthly Disclosure Transaction Report: Evaluating CRM customer change requests and working with appropriate department stakeholders to schedule improvements
* Reviewing customer reporting information: CRM activity reports: Electronic Approval Solution information and Disclosure Transaction reporting information to identify knowledge gaps
* Running survey monkeys and Training Needs Analysis to enable greater customer efficiency and effectiveness in use of systems
* Working directly with sales force in defined countries to address their challenges with CRM
* Working directly with Team Assistants: Medical Directors: BUD's: Marketing Directors and Brand Managers to improve their use of the Electronic Approvals Solution
* Working closely with Team Assistants and Medical Directors to improve their use of NAYA
* Maintain a high level of functional and technical understanding of departmental customer technology solutions
Experience Required:
* Working knowledge of pharmaceutical industry and managing and coordinating departmental systems
* Experience in training delivery, especially systems and process training
* Intermediate/advanced level of knowledge in Microsoft packages including Word, Excel and PowerPoint
* Previous experience working in a GxP or other regulated environment (e.g. Finance), although not essential,
* Managing projects with clear customer outcomes
* Excellent working knowledge of technical systems essential
* Experience of customer training of systems such as Electronic Approvals: Transparency and CRM solutions highly desirable
* Experience of writing and reviewing Controlled Documents, such as Policies, Standard Operating Procedures, Working Practices is desirable
* Proven track record
If you are interested and have the right skills then please apply to this role.
Gi Group Pharmaceuticals provides a tailored Account Managed Service and dedicated Pharmaceutical recruitment team and partners with many different Pharmaceutical and Biotechnology clients throughout the globe and the United Kingdom.
Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited and Grafton Professional Staffing Limited. We are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group UK website
Reporting to Business Solutions, Pharmaceutical Services
Full time permanent position
Competitive salary plus bonus and excellent benefits
Our client is a multi-cultural, healthcare, global company and seeking an experienced Customer Support Manager creating positive customer experiences with the department's technological solutions (CRM, NAYA and Veeva PromoMats plus others according to business needs) by engagement, problem solving and supporting the end user in optimising use of the systems to enable effectiveness and efficiency in their business area. Identifying training needs and design, coordinate and deliver training to improve end user skill set in collaboration with colleagues.
Forming user groups to understand the internal customer needs and recommending solutions that support technology enhancements, the strategic direction of the department and that provide benefits and greater customer satisfaction for the end user.
Main duties/responsibilities
* Accountable for an allocated number of countries within the EMEA, region. Eg: Located in the UK but accountable for UK, Australia and others EMEA regions e.g. Austria: Czech Republic and Slovakia
* Design and implementation of a customer focus plan to enhance, embed and improve use of core systems
* Provide internal customer insights at departmental team meetings to help colleagues take a customer centric approach
* Recommend customer solutions
* Build sustainable relationships of trust with internal customers through open and interactive communication
* Using the appropriate channels and tools to connect with internal customers to meet their needs
* Fulfilling customer needs to ensure customer satisfaction
* Accessing the systems inbox daily and providing the internal customers with satisfactory answers in local language
* Analysing the inbox to identify common threads and design a solution to help and support the customer
* Preparing correspondence to respond to customer phone or email enquiries
* Clarifying the customer problem and forming the best solution to resolve
* Trouble shooting and escalating queries if not resolved within a reasonable time period
* Coordination of system processes: EG: Monthly Disclosure Transaction Report: Evaluating CRM customer change requests and working with appropriate department stakeholders to schedule improvements
* Reviewing customer reporting information: CRM activity reports: Electronic Approval Solution information and Disclosure Transaction reporting information to identify knowledge gaps
* Running survey monkeys and Training Needs Analysis to enable greater customer efficiency and effectiveness in use of systems
* Working directly with sales force in defined countries to address their challenges with CRM
* Working directly with Team Assistants: Medical Directors: BUD's: Marketing Directors and Brand Managers to improve their use of the Electronic Approvals Solution
* Working closely with Team Assistants and Medical Directors to improve their use of NAYA
* Maintain a high level of functional and technical understanding of departmental customer technology solutions
Experience Required:
* Working knowledge of pharmaceutical industry and managing and coordinating departmental systems
* Experience in training delivery, especially systems and process training
* Intermediate/advanced level of knowledge in Microsoft packages including Word, Excel and PowerPoint
* Previous experience working in a GxP or other regulated environment (e.g. Finance), although not essential,
* Managing projects with clear customer outcomes
* Excellent working knowledge of technical systems essential
* Experience of customer training of systems such as Electronic Approvals: Transparency and CRM solutions highly desirable
* Experience of writing and reviewing Controlled Documents, such as Policies, Standard Operating Procedures, Working Practices is desirable
* Proven track record
If you are interested and have the right skills then please apply to this role.
Gi Group Pharmaceuticals provides a tailored Account Managed Service and dedicated Pharmaceutical recruitment team and partners with many different Pharmaceutical and Biotechnology clients throughout the globe and the United Kingdom.
Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited and Grafton Professional Staffing Limited. We are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group UK website