Customer Service Account Manager

2 weeks ago

Montréal, Canada ContactPoint360 Full time

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

**Our Purpose**:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

**Position Overview**

The Customer Service Account Manager, whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers, and provide the highest level of customer service to ensure long-term relationships and retention.

The Customer Account Manager will oversee all operational and administrative processes associated with the Customer Service department. This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.

The Customer Account Manager should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, insurance company claims managers, internal sales representatives, and others.

The impressions we create when we interact with those people who seek us out will play a significant role in establishing favourable customer experiences. The Customer Account Manager will need to understand not only the technical aspects of the services that Exact Sciences offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other international personnel.

The Customer Account Manager will also serve as a liaison to International Sales and Marketing and provide customers with logistics and personalized customer service as it relates to the international market.

**Essential Duties**:
include but are not limited to the following:

- Inspire and drive customer success culture across the commercial organization.
- Identify and execute effective solutions to address all client’s critical business issues.
- Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics.
- Oversee the development of the Customer Utilization report to support business growth and strategic initiatives.
- Define and track account KPIs to measure effectiveness of the account; be responsible for preparing and communicating executive summary of progress and achievements within accounts to commercial team.
- Partner with the Customer Service team to develop efficiency and process improvements to enhance the customer experience.
- Handle and resolve escalated complex customer requests or complaints, as appropriate.
- Maintain a high level of account expertise and management as it pertains to Exact Sciences’ international partners and accounts.
- Answer in-coming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.
- Oversee order fulfilment for all orders originating in EMEA, including assistance with the retrieval of specimens from submitting hospital and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.
- Assist with effective communications across intra-department teams, with a primary focus on the daily activities and needs of Customer Service International Team.
- Maintain a productive operational relationship with the Information Technology, Commercial and Customer Service teams.
- Represent Customer Service in inter-departmental meetings, conference calls, and presentations as it relates to International.
- Address all clinical inquiries referencing the scripted responses available on our knowledge database or according to common sense and training.
- Triage inquiries to the appropriate person, office or department accordingly, while supporting a

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