Head of Customer Support - #134070

IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients. As a trusted long-term partner to 80% of the top 20 global BioPharma companies, IDBS delivers powerful cloud software and services specifically designed to meet the evolving needs of the BioPharma sector.

IDBS, a Danaher company, leverages 35 years of scientific informatics expertise to help organizations design, execute and orchestrate processes, manage, contextualize and structure data and gain valuable insights throughout the product lifecycle, from R&D through manufacturing. Known for its signature IDBS E-WorkBook software, IDBS has extended its flexible, scalable solutions to the IDBS Polar and PIMS cloud platforms to help scientists make smarter decisions with assured confidence in both GxP and non-GxP environments.

Do you have a passion for helping customers? Do you enjoy working with global, cross-functional, technical teams to solve customer challenges?

We are currently seeking a Head of Customer Support who will be responsible for leading a global team to deliver

• Customer Support Success: Advocate for the customers’ experience from deployment of solution through the lifetime of operation as business as usual, ensuring success through monitoring of service through key performance metrics, management of feedback, and reinforcing improvement and culture through rigorous daily visual management. Act as a point of escalation for customers and internal stakeholders and manage raised issues to a mutually beneficial outcome. Own and deliver the services described in the IDBS Customer Support Charter.
• Customer Support Strategy: Define and execute the long-term strategic plan for IDBS’s Customer Support services with a focus on reducing customer effort, maximising user adoption and recognition of value for the customer and building a team culture to motivate and reinforce the delivery of the customer experience.
• Continuous Improvement: Maintain, improve and enhance Customer Support Charter, develop the team and associated policies, procedures and standard work in alignment with required industry and IDBS standards & regulations. Lead and own these in external and internal audits, and supporting commercial engagements through RfP processes, customer visits and business reviews.
• Domain Expertise: Define and implement differentiated scientific, business and technical domain skills to align with IDBS market direction and focus to create an expert, precise and high-quality delivering team that exceed customer expectations daily.
• Leadership Team: As a member of the IDBS Customer Operations Leadership Team, collaborate to set our strategy and make strategic decisions to turn that strategy into action.
• People Leadership: Lead the Global Customer Support Team in accordance with Danaher’s Core Values; Diversity, Equity & Inclusion values and best practice to ensure a highly motivated and effective team where talent is retained, and succession strategies developed and executed. Develop team and individual capabilities to be able to deliver current and future Service offerings. Develop a skills and career framework, and recruitment practice to nurture internal talent across IDBS. Foster a culture of psychological safety.
• Culture of Innovation: Champion a culture of innovation, empowering leadership and smart risk taking, where individuals and teams are encouraged to act quickly to improve/resolve situations, and where failing fast is recognized and rewarded. Apply innovative approaches to develop new service offerings to differentiate IDBS and meet customer needs.
  
  

Here is what success looks like in this role:

• Previous experience in leading customer/technical software support teams in the delivery of daily support operations successfully to customers, partners and internal associates within regulated industries
• A proven background creating technical customer support service differentiation to support a diverse and rapidly innovating software and services portfolio across multiple architectural platforms
• Accustomed to dealing with complex customer organisations and multiple stakeholders, including VP and C-level decision makers at large organizations
• Experience and understanding of providing technical support coverage to large enterprise customers requiring high availability and immediate response
• Able to chart the course – able to balance short term and long-term objectives in line with the company’s long-term strategy and immediate priorities
• Able to relay complex information in simple terms to people at varying levels of competence; Strong analytical and problem-solving skills
• Proven management and leadership skills; building and maintaining an engaged and motivated teams
  
  

At IDBS we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.

This position is eligible for a flexible work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for IDBS can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.