West Pharma Team Lead Customer Success Analytics & Digital Solutions 

Germany, North Rhine – Westphalia 

246090363

Job Summary:

The Team Lead Analytics & Digital Solutions is a role focussed on automation and digitization, who works to ensure together with his/her team that our customers receive best experience through digital integrations. Within this function the individual is responsible for providing leadership to the team as well as managing the day-to-day activities. The role will collaborate with the customer engagement team to verify and answer customer needs and evaluate customer alternatives were appropriate. This function works closely work with CS operations to support highly effective turnaround of system reliant processes, monitoring the overall quality of the entire department and its procedures. The Teamlead CS Analytics & Digital Solutions is driving to enhance the online interactions our customers have with West Customer Success and therefore is focussed on providing a fast, responsive and effective work environment for the Customer Success team. This role manages to operate independently with great attention to detail, providing detailed reporting and insight on SLA’s and KPI’s. Internally the Teamlead CS Analytics & Digital Solutions

Essential Duties and Responsibilities:

• Analytics & Digital SolutionsTeam
• Assign and direct activities and resources to ensure project and reporting requirements are being met
• Conduct performance reviews, motivate, and guide the team according to the Digital roadmap
• Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
• Supporting the Customer Experience team to connect with value to our customers, analog and digitally
• Assisting in Customer projects, verifying need and offering digital solutions
• Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
• Standardization of processes and streamlining of the same, reducing manual intervention
• Conducting internal audits, updating procedures, creating consequent training plan
• Participating and answering audits for the Customer Success department, processing findings
• Driving the adoption of the Online Webstore, OCR, and EDI
• Expanding the use of West Digital for all three groups within the department
• Increasing data adoption to enable to improve decision making process, tracking operational metrics

Education and Experience:

• Bachelor’s degree or completed vocational training (apprenticeship)and respective professional experience
• 2- 3 years of experience in leading a team in client services or customer service
• Prefer 2-3 years’ experience in customer interaction roles
• Knowledge or experience with ERP tools like SAP with Sales and Distribution
• Experience with ISO 9001

Knowledge, Skills and Abilities:

• Highly proficient in written and spoken English
• Ability to deliver great customer experience and to be invigorated by constant personal interaction
• Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an Expert level
• Strong communication and analytical skills
• Strong people skills – approachable, good listener, empathetic
• Strong learning capacity
• Ability to work independently in global environment
• Technically savvy and adept
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Able to comply with the company’s safety policy at all times

Physical and Travel Requirements

• Sedentary environment
• Communication, quick decision making, interpreting data, reading or writing, must be able to express or exchange ideas with team members
• Must be able to understand direction and adhere to established procedures