Lead, Bdh Global Customer Support

Company Description

Biogen Digital Health (BDH) is a new global unit of Biogen dedicated to pioneering personalized and digital medicine in neuroscience.

Neurological diseases are highly complex, devastating, and there are still significant challenges in how we understand and treat them. At BDH, we aspire to

transform Biogen and patients’ lives by making personalized & digital medicine in neuroscience a reality. Leveraging data-science and digital technologies, we drive

solutions to advance research, clinical care, and patient empowerment.

We support our colleagues at Biogen pioneering in neuroscience. We believe that now, more than ever, biology and technology should go hand-in-hand to better meet patient needs, while enabling a shift towards more prevention-focused, affordable, and equitable care.

**Job Description**:
The Lead - BDH Global Customer Support will be responsible for designing, organizing and achieving extraordinary customer experience for new and existing BDH Solutions in Digital Medecine, Digital Health and Digital Therapeutics. He/She will focus on managing all customers support activities for BDH and coordinate all external vendors to ensure maximum customer satisfaction.

He/She will closely partner with BDH Solutions teams, BDH departments and Biogen affiliates to define customer support requirements and SLAs for all current and upcoming solutions.

This is a Global role; interactions with internal and external stakeholders are expected daily in spoken and written English. Travel time around 15%.

**Design & Set-up of the Global customer support**
- Design and implementing the Customer Support strategy and capabilities
- Work in collaboration with the different BDH departments to define customer support requirements and SLAs for all current and upcoming solutions
- Set-up customer support CRM to manage the functions of receiving, assessing, analyzing, resolving and documenting customers’ issues and complaints following agreed requirements
- Identify and select vendors partners to manage level 1 support for medical devices & non-medical devices solutions
- Identify current inefficient practices and processes to ensure optimal set-up

**Manage Customer Support activities**
- Manage all customers support activities for BDH and coordinate all external vendors to ensure maximum customer satisfaction
- Support BDH departments with customer support activities and related issues
- Automate customer support wherever possible
- Continuously optimize customer support organization, tools and reporting to improve the customer experience

**Measure satisfaction & Communicate insights**
- Define and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate BDH departments
- Provide a monthly reporting for each BDH solution including the ones for which customer support is managed via a partner 20%
- Share customers feedback and learnings with solutions teams to help improve our solutions
- Educate BDH teams about the importance and impact of an optimal Customer experience

**Audit & Training**
- Regularly audit customer support vendor(s) for all solutions and ensure SLAs are met
- Ensure vendors are fully trained to the different BDH solutions and their respective upgrades
- Ensure vendors are fully trained to the relevant Biogen rules & policies
- Work with compliance, regulatory and quality teams to ensure maximum compliance with a special focus on medical devices support

**Qualifications**:

- Master's degree
- 7-10 years of experience in Customer Support activities or related job.
- Experience in Pharma industry is a strong plus
- International experience or Global Role.
- Fluent in English, additional languages are a plus
- Successful track record in similar role
- Solid Experience in project management, management and training of vendors
- Expertise in digital solutions support