Manager, CS Engagement

This is a hybrid position requiring the team member to be onsite for a minimum of 3 days per week. No relocation is provided for this opportunity   Who We Are: At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?   There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families. We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts. Job Summary

The Manager, CS Engagement will be responsible for leading a team of CS Engagement Specialists located in either the Developed or Emerging Markets (NAM/EMEA/APAC). This role will support the CS management in driving Best in Class customer contacts and service delivery throughout West’s customer base. The role will help identify opportunities to collaborate with partners in the Commercial team and identify and ensure customer expectations are being met as measured by respective surveys.  As a leader within Customer Success the incumbent will be a key advocate of the Customer Success team within West and act as a key driver of Customer Success initiatives within the organization on key West projects and transformative changes. Essential Duties and Responsibilities

Responsible for leadership a group of CS Engagement Specialists in EMEA/NAM or APAC driving effective and efficient execution of customer contacts Primarily supporting the Multinational, Industry Partners, Speciality and Emerging customer bases in collaboration with the Commercial team In collaboration with the Sr. Manager, CS Engagement will work to ensure proper support and allocation of accounts based on skills assessments and matrices to the CS Engagement Specialists Works closely with the other Managers, CS Engagement to develop consistencies in process, workflow improvement opportunities and build rapport amongst all CS Engagement Specialists globally   Responsible for the delivery of core performance objectives including SIOE risk mitigation, parked order resolutions, customer account setup and Master Data maintenance as well as MyAccount setups Promotes the “MAKE a Difference” CS culture focused on Move Forward, Act Global, Keep Promises, Engage and Commit   Identifies the necessary skillset of the team and driving the development of the team through close collaboration with Sr. Training Specialists in CS Analytics and Digital Solutions and Commercial Training and Enablement Fostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement Planning the weekly workload, establishing daily priorities to achieve the operational targets Identifying and acting to remove obstacles to delivering consistently high levels of service as measured in pulse services and CSAT survey results Supporting the design, enhancement and testing of internal systems Defines ongoing best practices including the recurring review and approvals of internal SOIs/SOPs Conduct performance reviews, motivate, and guide the team according to West competencies and CS initiatives Supporting investigations (compliance, audit, complaint) as appropriate to ensure compliance with West procedures Owning close