Senior Director, Customer Advocacy

Overview

We are seeking a Snr Director, Customer Advocacy to join our growing Commercial team. You will play a key role liaising with Customers and X-functional Operations on Customer collaborations and Product Quality initiatives. This is an opportunity to work on cutting-edge projects in a collaborative environment.

 

We are an innovative life sciences company focused on developing and commercializing high-value bioprocessing products, technologies, and solutions critical in the production of biologic drugs.

 

You will be part of a cross functional team of highly motivated and collaborative colleagues who strive to ensure customer needs are timely managed to the expected level of detail. This role will be based out of Waltham and will report to Greg Titus.

Responsibilities

 

Snr Director, Customer Advocacy essential duties & responsibilities:

• Lead Key Customer Segments monitoring and performance reporting in line with Customer & business KPI requirements
• Lead Business Reviews with Specified Accounts Segments
• Liaison between Commercial and site Quality regarding Customer matters including Agreements and complaint handling support needs.
• Interface with customers regarding the details and documentation of Agreements, complaint investigations and resolutions.
• Responsible for coaching internal teams on the complaint Handling process including entering collected information into the Repligen process management system
• Timely notification to senior management of complaints that suggest potential safety, regulatory or business risk
• Support with written or electronic acknowledgement of the issue and resolutions to the customer
• Support activities and documentation related to CAPA to correct and eliminate the potential for reoccurring issues.
• Ability to establish rapport with internal/external customers, peers, and employees in all departments
• Works constructively with cross-functional departments for timely resolution of issues
• Adhere to and ensure the compliance of all company policies, guidelines, procedures, and housekeeping standards

 

 

 

 

Qualifications

 

Education and/or Work Experience Requirements:

 

Requirements:

• BA/BS degree (in a Biological Science, Engineering, or Physical Science requires).

• Experience of working in Life Science Bioprocessing manufacturing environments associated with Hardware systems/software and consumable products.

• Minimum 10 years working in a regulated environment
• Minimum 7 years Leadership experience
• Commercial acumen
• Experience with Quality Management System ISO 9001 (ISO 13485 & GMP desired)
• Customer service/complaint handling and problem-solving skills
• Computer Literacy skills in Microsoft Office suite, Sales Force, SAP
• Effective coaching and people development skills
• Strong influence, communication & time management skills (both written and verbal)
• Reasoning ability, support and prioritize projects, adapt to shifting priorities, work with minimal supervision, able to resolve problems/conflicts
• Must be extremely detail-oriented

Physical Requirements:

·       Based in USA

·       Limited overnight travel

 

 

What Repligen Offers

Repligen offers you a competitive remuneration package, including a yearly bonus, non-contributory pension, generous PTO, partial compensation on your personal health insurance and flexible working hours. But most importantly Repligen offers you a stimulating, collaborative environment with steep learning curves and the opportunity to contribute to the healthcare of patients worldwide. All of this with an international team in Waltham, MA.