Manager, Customer Success

Integer Holdings Corporation - Remote, OR

Full-time - Mid Level

Hybrid - Remote, OR

Miscellaneous Manufacturing

About the position

The primary purpose of this position is to manage and lead all activities related to the administration of order management requirements in supporting customers. This role is crucial in ensuring that the Customer Success team maintains high customer service levels, provides complex issue resolution, and develops, improves, and manages processes to attain departmental objectives. The position requires adherence to Integer's values and all safety, environmental, security, and quality requirements, including compliance with Quality Management Systems (QMS), U.S. Food and Drug Administration (FDA) regulations, and other regulatory requirements. As the leader of the Customer Success team, you will oversee the creation of customer orders in Oracle, ensuring compliance with the specifications and details of the order and on-time delivery. You will be directly responsible for creating or improving departmental processes and procedures, contributing to the creation and execution of the departmental strategic plan, and leading the implementation of strategic initiatives. Developing customer strategies, goals, and expectations for global and multi-site customers will be a key responsibility. Coaching and developing associates to optimize individual and team performance is essential, as is ensuring that all associates are supported in delivering exceptional customer experiences. You will establish and manage performance metrics and guidelines to provide professional and timely customer service while meeting departmental KPIs. Additionally, you will interface with Operations and Sales leadership to effectively resolve customer escalations and establish cross-functional strategies, directly interfacing with senior leaders from customer organizations. Investigating and resolving problems and customer requests, maintaining categorization of incoming customer communications, and delivering timely reports to support various stakeholders are also part of your responsibilities. You will audit the sales order process to ensure that information, status, and specifications are correctly defined and lead or participate in departmental improvement initiatives. Coordination with Local/Corporate Finance to resolve billing or collection issues, ensuring compliance with SOX, will also be part of your duties.

Responsibilities

• Manage and lead all activities related to the administration of order management requirements in supporting customers.
• Oversee the creation of customer orders in Oracle, ensuring compliance with specifications and on-time delivery.
• Create or improve departmental processes and procedures.
• Contribute to the creation and execution of the departmental strategic plan and lead the implementation of strategic initiatives.
• Develop customer strategies, goals, and expectations for global and multi-site customers.
• Coach and develop associates to optimize individual and team performance.
• Establish and manage performance metrics and guidelines to provide professional and timely customer service while meeting departmental KPIs.
• Interface with Operations and Sales leadership to resolve customer escalations and establish cross-functional strategies.
• Investigate and resolve problems and customer requests.
• Maintain categorization of incoming customer communications and track resolution processes.
• Deliver timely reports to support Customers, Sales, Operations, and Senior Leadership as required.
• Audit the sales order process to ensure correct information, status, and specifications.
• Lead or participate in departmental improvement initiatives.
• Coordinate with Local/Corporate Finance to resolve billing or collection issues, ensuring compliance with SOX.

Requirements

• Bachelor's degree in Business, Commerce, Administration, or related field.
• 5-7 years of experience in customer service, account management, production planning, or manufacturing.
• Strong leadership ability.
• Excellent customer service skills.
• Excellent organizational skills.
• Strategic focus and continuous improvement orientation.
• Metrics-driven and project management skills.
• Advanced level of English proficiency.
• Experience with Oracle ERP system.
• Excellent computer skills, particularly in Microsoft Office.

Nice-to-haves

• Experience in the medical device industry.
• Familiarity with regulatory compliance in healthcare.

Benefits

• Competitive salary and performance bonuses.
• Health insurance coverage.
• 401(k) retirement savings plan with company matching.
• Paid time off and holidays.
• Professional development opportunities.
• Diversity and inclusion programs.
• Employee assistance programs.