Ies Customer Success Coordinator - Hemel Hempstead, United Kingdom - Thermo Fisher Scientific

Thermo Fisher Scientific

Verified Company

Hemel Hempstead, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position Summary:

With the introduction of Perform and Premier contracts, the business requires a Customer Success Coordinator to ensure that the services offered by this plan are delivered and coordinated efficiently, while providing our customers with an excellent customer experience.

The role will be based in the UK, but the Customer Success Coordinator will support customers on this plan for all EMEA regions.

In addition, you will be working alongside a peer with covering the North American region, therefore there is the expectation for these coordinators to provide support and cover for each other during periods of absence.

As this covers all aspects of service detailed in the support plan, interacts with many different internal teams and good levels of business knowledge will be required.

While working on other tasks, the responsibilities in this position will take precedence over other work streams.

Key Responsibilities:

Ensures entitlement delivery for Perform and Premier Contracts:

Assigns and Schedules Certified Field service engineers
Collaborates with Install Coordinators/Concierge team to deliver qualification entitlements
Communicates customer requirements to FSE's for entitled customers
Ensures onsite response SLA met for corrective maintenance visits
Schedules and facilitates new customer onboarding events with customers and internal teams & schedulers & arranges the quarterly service reviews
Tracks performance against contract entitlements and reports back to management
Process Owner for entitlement related processes
Ensures service delivery by appropriately trained FSE's
Acts as internal customer concern contact point

People Specification:

Experienced with C4S and scheduling functions
Proficiency in MS Office Tools including Excel, Outlook, Teams, Visio and Powerpoint
Experience using Power BI Reporting Tools
Outstanding Customer Service and Soft Skills
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