Join our Customer Success Team and play a key role in delivering exceptional service to our clients. You'll manage customer interactions, coordinate cross-functional support, and ensure smooth onboarding and issue resolution. If you're organized, customer-focused, and thrive in a dynamic, matrix environment - this is your opportunity to make an impact.
1. Handle daily customer communication and support for accounts without a dedicated Project Manager
2. Ensure prompt and professional responses to all customer inquiries
3. Coordinate with internal teams (Operations, Quality, to resolve customer queries
4. Notify customers of any deviations or Out of Specification (OOS) results
5. Maintain a central repository of key customer information
6. Organize and lead customer meetings, technical visits, and presentations
7. Support customer audits, representing PMO for assigned accounts
8. Ensure smooth onboarding with complete and accurate order information
9. Collaborate with Order Management to improve customer data quality
10. Uphold Solvias’ client engagement principles and promote customer-centric behavior
11. Monitor and report customer feedback using relevant KPIs and metrics
12. BSc in Life Sciences preferred, with 2+ years in a Life Science or customer service role
13. Solid experience in customer-facing roles (CRM/CDMO environment, customer service)
14. Strong commercial awareness and business mindset
15. Skilled at building and maintaining internal and external relationships
16. Quick and effective issue resolution with stakeholders
17. Excellent written and verbal communication across functions in English, French or German is an asset
18. Highly organized and detail-oriented
19. Confident in data analysis and KPI tracking