Manager, Customer Account Management – Strategic Leadership for Exceptional Customer Experience

At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a Manager, Customer Account Management, you'll play a pivotal role in shaping the future of our customer service roadmap, driving strategic alignment, and fostering a culture of innovation and excellence. If you're a seasoned leader with a passion for customer-centricity, we want to hear from you.

The Opportunity

As a key member of our Customer Account Management team, you'll report to the Sr. Manager, Customer Account Management, and be responsible for setting strategic direction, priorities, and goals for your team. You'll work closely with cross-functional stakeholders, including sales, supply, distribution, and operations, to ensure seamless orchestration of the "order to cash" team processes. Your expertise will be essential in developing and delivering processes that maintain strategic organization alignment, while ensuring adherence to regulatory requirements, corporate policy, and industry standards.

The Role

As a Manager, Customer Account Management, your key responsibilities will include:

• Providing leadership and support around our short and long-term strategic customer service roadmap
• Coordinating with all contributors, including customers, sales, supply, distribution, and operations, to ensure agreement of order to cash processes
• Developing and delivering processes for the team that maintain strategic organization alignment
• Maintaining open communication to keep staff informed of department updates, critical decisions, and corporate messaging; direct updates to corresponding documentation or procedures
• Providing oversight for department processes to ensure adherence to regulatory requirements, corporate policy, and industry standards
• Managing and promoting development of all team members
• Communicating adherence to performance standards, addressing performance issues
• Reviewing escalated cases and providing remediation, including follow-up with important partners
• Examining and presenting a variety of operational performance measurement results, deriving insights regarding key performance indicators
• Managing fast-paced production teams, with the ability to contribute meaningfully to data-driven process improvements
• Managing several projects with multiple deliverables simultaneously
• Building and maintaining industrious relationships with key stakeholders, including customers, sales, and distribution partners
• Developing and rewarding top talent while establishing a solid succession plan; building bench strength for critical roles
• Monitoring monthly expenses to seek cost reduction opportunities and reacting to un-forecasted variances
• Processing a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems, and downstream impacts
• Monitoring productivity and quality trends; addressing training opportunities
• Emphasizing innovative solutions and calculated risks, while ensuring employee diversity and inclusion through hiring practices and work assignments
• Performing or delegating specialized reporting, such as monthly invoice summaries and daily tracking reports, as requested by customers or sales teams
• Owning workflows, exceptions, and anomalies; identifying patterns and trends, and offering proactive and practical solutions
• Managing the HR elements of the team, including on-boarding, off-boarding, training, and development

Your Skills and Experience

To succeed in this role, you'll need:

• A Bachelor's degree or equivalent in business, communications, or a related discipline
• 5-7+ years' experience in customer service or a related field
• Demonstrated leadership and team-building experience
• Microsoft Office and strong Excel skills
• SAP, Model N, and experience in the pharmaceutical, biotech, or healthcare industry (preferred)
• Ideal experience would include pharmaceutical customer service industry handling vaccines or other cold-chain products via a customer service position (not required)

Our Benefits

As an arenaflex employee, you'll enjoy a comprehensive benefits package, including:

• Eligibility for benefits effective day 1 for employees working at least 30 hours per week
• Resources and benefits to support your wellbeing and that of your loved ones
• Health care, financial protection, and other benefits to support your life's journey
• Opportunities for professional growth and development
• A culture of diversity, equity, and inclusion

About arenaflex

arenaflex is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, we're committed to preventing influenza globally and partnering in pandemic preparedness. Our mission is to reflect the world around us, embracing diversity and inclusion in all aspects of our business.

Join Our Team

If you're a seasoned leader with a passion for customer-centricity, we want to hear from you. Apply now to become a part of our arenaflex team and help shape the future of customer experience. Apply Job! Apply for this job