BioZed
Website:
biozed.com
Company:
https://www.linkedin.com/company/biozed-engineering
Seniority: Mid-Senior level
Industries: Research Services
Job details:
Company Description BioZed Group is a long-standing innovator in analytical and bioprocess systems, serving food, pharmaceutical, chemical, life sciences, and research sectors across India. Its division, BioZed Laboratories, is FSSAI, NABL approved providing critical testing services for food, water, animal feed, nutraceuticals, cosmetics, and pharmaceutical products to ensure safety and quality.
Role Description The Manager Customer Success is a full-time, on-site role based in Thane, responsible for driving excellent customer experiences across BioZed's laboratory services. This role oversees key client relationships, ensures timely resolution of issues, and proactively identifies opportunities to improve customer satisfaction and retention. The manager will coordinate with sales, technical, and laboratory teams to support onboarding, implementation, and ongoing service delivery for strategic accounts. Daily activities include monitoring customer health metrics, conducting review meetings, preparing reports, and implementing action plans to address risks and strengthen partnerships. The role also involves mentoring team members in customer success practices and contributing feedback to enhance processes, training, and service offerings.
Qualifications
- Strong focus on Customer Satisfaction and Customer Retention, with experience building long-term client relationships.
- Proficiency in Account Management, including managing multiple key accounts and coordinating cross-functional support.
- Demonstrated Analytical Skills to interpret customer data, service metrics, and feedback for decision-making.
- Excellent Communication skills, including clear written and verbal communication and effective stakeholder management.
- Prior experience in customer success, client servicing, or relationship management, ideally within Analytical testing laboratory, biotech, pharma, or scientific instrumentation sectors.
- Ability to work on-site in Thane, collaborate with technical teams, and manage time-sensitive customer requirements.
- Proven capability in problem-solving, conflict resolution, and handling escalations with a professional and solution-oriented approach.
- Bachelor’s degree in science, engineering, business, or a related field; advanced qualifications or industry certifications are an advantage.
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