Full-Time Customer Excellence Specialist

Customer Excellence Specialist will be a key member of the Client Services (Center of Excellence) Organization. This position will work in a matrix organization.

Responsibilities:

• Train internal and external partners, execute process improvement projects related to customer excellence.
• Conduct onboarding, refresher, and new product/process training for the Client Services organization, external partners (BPO), and other teams.
• Create Standard Operating Procedures (SOPs), work instructions, and knowledge management resources.
• Maintain Client Services Knowledge Base (Confluence, FAQs, How-Tos).
• Manage projects related to best practices, process excellence, and overall performance improvement.
• Assist in internal audit activities.
• Collaborate with other departments to enhance process efficiencies.
• Help develop the audit program and collaborate with SMEs to implement it.
• Collaborate with the software team to test enhancements for operational efficiency.
• Demonstrate flexibility, adaptability, and take on additional responsibilities as needed.

Requirements:

• University degree and 2+ years related experience, or advanced degree without experience.
• Customer support/training experience in pharma, diagnostics, medical devices, biotech, or healthcare is preferred.
• Field Commercial team (sales/business development) support/training experience is preferred.
• Proficient verbal and written communication skills, SOP writing experience.
• Training experience (classroom and/or virtual).
• Knowledge management tool/learning software experience is a plus.
• Simplifying technical oncology material and terminology is preferred.
• Liaise with external partners, and domestic/international travel for training and meetings is required.

Hybrid Work Model: Defined in-person/onsite and work-from-home days. US employees within 50 miles of a facility required to be onsite Mondays, Tuesdays, and Thursdays.

Salary: $61,880 - $85,090 (US). Palo Alto/Redwood City: $72,800 - $100,180. Individual pay based on location, skills, experience, and education.

Additional Information:

• Employee may lift office supplies, use office equipment.
• Desk/office environment with potential exposure to noise, fumes, biohazard materials (in lab).
• Extended sitting is required.
• Reasonable accommodations for disabilities, long-term conditions, mental health conditions, or religious beliefs are provided.
• Equal Opportunity Employer.

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