Follow up and project manage with key accounts post go-live, including managing ticketing and customer service support post go-live
Providing key success metrics post go-live to your reporting officer
Ensuring that the multiple levels of customer service support including helpdesk, ticketing and other operational pipelines are serviceable and operational to meet the customer expectations
Manage and ensure the warranty requirements and the maintenance of the software systems and conducted regularly, and to work cross-functionally with the software teams to ensure that
Implement, and oversee training programs for customer-facing teams (e.g., support, onboarding, success managers) to ensure consistency in service delivery, product knowledge, and customer engagement practices.
Support the creation of training materials to aid customer onboarding and the conduct of demos for prospective customers
Track and manage projects under key accounts on management software tools
To provide require metrics and information of the service back to key account stakeholders
Role will also entail the UAT testing of the devices and the regulatory maintenance based on the Quality Management System and the ISMS System
This role will entail staff to be working very closely with the QA/RA, Product and external roles in alternate markets.
Requirements:
Degree in Life Science, engineering or related discipline
At least 5 years of consistent experience in customer relations and customer service management, ideally in the healthcare sector.
Knowledge of the life-science and/or healthcare sector within APAC
Strong analytical, management and communication skills
Driven personality and must be able to demonstrate initiative
Strong influencing skills
Highly versatile staff that is able to juggle between calls with the US and APAC team including not limited to ANZ markets as well
Open to options of remote travel or overseas stay for a sustained period of time
