Customer Success Professional - Remote

Sartorius currently has a unique opportunity for a highly motivated Customer Success Professional with a proven track record for successful project management. In this key role you will report to the Manager of Customer Success Management the main purpose of the global role of the Customer Success Professional is to enable a high-level customer support through the successful implementation of customer focused activities while working closely with cross-functional teams to ensure that customer satisfaction is maximized for strategic and key accounts.

Sartorius currently has a unique opportunity for a highly motivated Customer Success Professional with a proven track record for successful project management.  In this key role you will report to the Manager of Customer Success Management the main purpose of the global role of the Customer Success Professional is to enable a high-level customer support through the successful implementation of customer focused activities while working closely with cross-functional teams to ensure that customer satisfaction is maximized for strategic and key accounts.

Grow with Us - Your Responsibilities

• Be the point of contact for the strategic and global key account sales teams to facilitate communication between internal functions (including customer service, Operations/Supply Chain and Finance)
• Collaborate with stakeholders to develop and implement project plans, outlining objectives, timelines, and deliverables
• Coordinate and track project tasks, milestones, and dependencies, ensuring successful implementation and providing regular updates to stakeholders
• Key Lead for customer related topics, collaboration with local stakeholders to mitigate risks, fix issues, then feedback to the global function at the account
• Monitor and analyze global and customer KPI’s (i.e., OTIF, journey mapping, CX and scorecards) and remediate issues
• Participation in regular business review meetings with Sales and the Customers to present activities in scope (e.g., Finance and Supply Chain)
• Customer oriented project management activities
• Collecting and analyzing customer forecasts for trend analysis  
• Understand the key drivers for making our products and solutions available on time to the Customers based on a collaborative approach
• Work with internal functions to agree on service level agreements to convert them into tangible solutions
• Working with customers to limit the impact of lead time changes, understanding customer trends and working with supply chain to find solutions
• Identify and assess project risks, collaborate on mitigation strategies, and contribute to proactive risk management

What Will Convince Us

• Bachelor’s degree in business (or related field or equivalent professional background typically evidenced by 5 years of relevant experience)
• 5+ years of experience in a customer-facing position – ideally coupled with a good knowledge in Supply Chain) to include:
  • A minimum of 1 year of Project Management experience (encompassing developing project plans, outlining objectives, timelines, deliverables, milestones, tracking and stakeholder updates)
  • 2+ years of experience with analyzing and consolidating large amounts of complex data in an accurate and concise manner
  • 2+ years of experience with monitoring global and customer KPI’s (i.e., OTIF, journey mapping, CX and scorecards)
  • Working knowledge of S4/HANA SAP (Order Management & Supply) for extrapolating information relating to customer orders
  • Experience with compiling and analyzing forecasts and collaborating with internal stakeholders to meet customer needs
• Strong negotiation skills to enable successful outcomes with customers, vendors, and internal stakeholders
• Excels at communication and engagement, able to understand and articulate stakeholder requirements and acts with integrity
• Progressive attitude towards change and a passion for continuous improvement
• Able to thrive in a fast paced and challenging environment with changing priorities
• Demonstrated track record for troubleshooting and resolving customer issues,
• Identification with our core values: Sustainability, Openness, Enjoyment

Compensation range is $70,000-$100,000 (depending on experience, skill set, education and location).

What We Offer

As a growing global life science company, with our stock listed on the German DAX and TecDAX , Sartorius offers a wide range of benefits:
Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
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