Director of Customer Service (Clinical Solutions & Life Science) in Philadelphia, PA

Relx Group   •  

Philadelphia, PA 19102

Industry: Enterprise Technology


5 - 7 years

Posted 55 days ago

Reporting to the SVP Global Customer Services and resulting from expansion of our Customer Service function, the new role of Director of Customer Service (Clinical Solutions and Life Science) has been created to provide the customers of the Elsevier Clinical Solutions and Life Science business units with the best experience possible as they use our online platforms and products.

Clinical Solutions and Life Science customers are clinicians, physicians, health professionals and researchers, and they use our products and platforms to improve patient care, make the right medical assessments and discover new treatments.

In addition to providing customers with a great experience, this person will draw on analytics and use customer insights to help improve our products, increase renewal rates and drive revenue.

Leading a distributed team - US, Germany and the Philippines - your success will be measured in terms of CSAT and product NPS, supported by a number of other metrics (FTR, TAT, ABR, CES, etc).

You will ensure a strong link between Customer Service and the Operations, Technology and the Clinical Solutions and Life Science business units and will provide thought leadership and guidance to the business with regards to optimizing the customer experience.

You will be accountable for creating and maintaining an inclusive culture built on trust, collaboration and purpose and an environment that is conducive to continual learning and improvement.

  • As an information and analytics business, Elsevier is looking for someone that understands customer service and support for digital workflow tools is an integral part of the customer experience and success. This will require a deep understanding of the online products and platforms as well as personas and use cases of the customers in order to actively assist customers using these solutions in their workflow.
  • The ideal candidate MUST have a strong background (4+ years experience) in delivering customer service for SaaS and/or workflow tools gained in rapid growth/maturing software or information solutions companies.
  • You will demonstrate an ability to influence quality assurance, workforce management, customer experience, performance management, knowledge management, training and management of internal and external stakeholders
  • You will bring experience of operating within a matrix/international organization
  • Demonstrable experience with best in class customer service tools, processes and strategies.
  • Excellent analytical, verbal, written, and presentation skills with the ability to present to senior management
  • Experience with managing distributed operations within an agreed budget.

Valid Through: 2019-11-12