Client Excellence Manager

Client Excellence Manager

Location:

CTL Amedica Headquarters – 2052 McKenzie Drive, Carrollton, TX 75006

Company: CTL Amedica – ISO 13485 certified and FDA registered medical device company specializing in spinal implants and devices.

• Develop and implement strategies that optimize customer experience.
• Identify key touch points in the customer journey and optimize them for improved customer experience.
• Oversee hiring, orientation, and training of CTL Amedica’s customer experience team.
• Communicate with customers personally to understand their needs and feedback.
• Analyze customer feedback and market research, and use that information to make improvements.
• Collaborate with other departments to ensure consistency of customer service.
• Liaise with the Purchasing/Planning and Manufacturing departments to ensure delivery of high‑quality products and services.
• Establish communication mediums through which customers can readily contact CTL Amedica and vice versa.
• Work with the sales and marketing team to develop strategies to improve customer experience.
• Provide guidance in restructuring the organization into a customer‑focused establishment.
• Conduct studies and research to discover new techniques necessary for improving customer experience.
• Utilize customer relationship management (CRM) tools to coordinate and monitor customer experience operations.
• Provide assistance, when necessary, related to shipping and delivery options.
• Review set performance and facilitate set return requests.
• Coordinate individual component retrieval requests from the field.
• Assist in resolution of customs delays and international shipping related matters.
• Monitor and report on customer satisfaction metrics.
• Other duties as assigned.

• Proven work experience as a Client Excellence Manager or similar role.
• Excellent communication and leadership skills.
• Ability to analyze and interpret customer behavior.
• Proficiency in Customer Relationship Management (CRM) software.
• Understanding of customer service practices and principles.
• Experience in conflict resolution and customer satisfaction.

• Bachelor’s degree in Business Administration or relevant field.
• 2 years of medical or pharmaceutical experience required.

• On‑Site, Full Time, Monday through Friday, Day Shift.
• Weekend on‑call may be required.

Opportunity for advancement, 401k, great health plans, dental and vision coverage, paid sick days, holiday and vacation days.

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