Core Responsibilities:
- Orchestrate the end-to-end journey for key account customers, including pharma, agriculture, and healthcare providers.
- Partner with Marketing, Sales, and Product Management to ensure the CX strategy supports portfolio objectives.
- Ensure all customer touchpoints comply with global healthcare regulations and anti-kickback laws.
Key Metrics:
- Net Promoter Score, Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- First Contact Resolution and resolution time for technical/clinical inquiries.
- Reduction in Customer Churn, growth in Customer Lifetime Value (CLV).
Qualifications & Experience:
- 15+ years in Life Sciences, Biotech, or Diagnostics, with at least 10 years in senior leadership.
- Deep understanding of FDA and global health ministry requirements for commercial-stage products.
- Proficiency with life sciences tech stacks, including SFDC CRM and AI-driven analytics.
LGC
LGC delivers Science for a Safer World through research and impactful disease diagnosis. They foster an environment that encourages scientific advancement, cultivating passion for discoveries and role development.