Customer Success Manager. Job in Durham Move Collective Jobs

About

Are you passionate about enhancing the future of healthcare and improving the lives of millions? Join our international team at Grifols, a leading global healthcare company with over a century of commitment to health and well‑being. We specialize in plasma‑derived medicines and transfusion medicine, delivering innovative solutions across more than 110 countries.

Role Overview

As the Customer Success Manager, you will lead the Donor Care channel, ensuring operational excellence and outstanding service quality. You will play a key role in translating our business vision into measurable metrics that elevate donor satisfaction and retention while optimizing service costs across all interaction points, including phone, chat, email, and app.

Key Responsibilities

• Establish governance for vendor performance, setting SLAs, KPIs, and quality frameworks to ensure partners meet or exceed their commitments.
• Develop customer service guidelines and policies to enhance overall satisfaction and performance metrics.
• Design and manage KPI dashboards using Salesforce Service Cloud (or equivalent) to track real‑time performance metrics and align them with business outcomes.
• Develop and maintain Donor Care SOPs and playbooks to standardize operations and ensure audit readiness.
• Lead initiatives to enhance customer experience through journey mapping and pain point analysis, implementing improvements that streamline donor interactions.
• Utilize data analysis for informed decision‑making, implementing staffing and training interventions based on actionable insights.
• Provide coaching to vendor personnel, emphasizing empathy, compliance, and performance management.
• Collaborate with internal teams (Operations, IT, Quality, Marketing) to align strategies and communication related to donor interactions.
• Manage the budget while optimizing operational costs, balancing quality service with efficiency and self‑service solutions.
• Ensure adherence to regulatory requirements and data privacy standards across all processes and tools.
• Prepare the Donor Care channel for growth and seasonal demands, leading change management for evolving technology and processes.
• Focus on training and performance management to align team objectives with overall business goals, driving improvement in service quality.
• Stay informed about industry trends to prepare for scalability and growth in customer care operations.

Qualifications

• BS Degree in Business Administration, Marketing, or Communications.
• Over 8 years of experience in customer service leadership, including 3+ years in managing outsourced operations with established SLA/KPI frameworks.
• Hands‑on experience with Salesforce Service Cloud or similar platforms, particularly in dashboard design and KPI tracking.
• Proficient in designing IVR scripts and escalation models.
• Demonstrated history of using data analytics to drive improvements in service quality and donor satisfaction.
• Strong presentation skills to communicate effectively with senior leadership.

Skills & Abilities

• Expertise in customer service operations, including SLAs and escalation paths.
• Proficient in customer experience design and analytics.
• Ability to build trusted relationships with stakeholders across various functions.
• Strong decision‑making capabilities, utilizing data‑driven insights to navigate challenges.
• Fluency in Spanish is preferred.

Work Environment

• The role is primarily office‑based, with possible exposure to biological materials during site visits to plasma donation centers.
• Occasional travel, both domestically and internationally, may be required.

Location

USA : NC‑RTP: RTP NC‑Headquarters

Learn more about us at Grifols and how we are Making a Difference in healthcare.