Lead Customer Service Experience Manager

eResearch Technology Inc; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Remote options

Tuition reimbursement

Wellness programs

Life insurance

Disability insurance

Employee assistance

Job summary

Clario, a part of Thermo Fisher Scientific, seeks an experienced escalation management professional to lead complex customer escalations and drive improvements across Customer Care. The role emphasizes stakeholder collaboration, data-driven analysis, and governance of process enhancements.

The successful candidate will have a strong background in escalation management, Clario tools, and ITIL/Agile certifications, with excellent communication and the ability to work remotely from the United

Qualifications

• Bachelor’s degree in electronics or technical schooling or equivalent.
• 5+ years in escalation management, client success, or customer experience.
• Experience with Clario processes and tools within Customer Care.
• Minimum 4 years as a Customer Service Experience Manager or equivalent.
• LEAN or ITIL certification and Agile certification.
• Proficiency with Microsoft Office applications.
• Excellent written and verbal English communication; ability to explain complex info.

Responsibilities

• Lead complex customer escalations from identification through resolution.
• Analyze escalation trends and root causes; translate into recommendations.
• Develop and implement resolution strategies with Customer Care Management.
• Review reports to prioritize risks and drive process improvements.
• Partner with sponsors, sites, and clinical research associates for risk assessments.
• Lead governance activities and special projects from escalations.
• Train and mentor Customer Service staff and provide technical leadership.

Skills

Communication skills

Analytical thinking

Time management

Microsoft Office

Agile ITIL

Education

Bachelor’s degree in electronics or technical schooling

LEAN or ITIL certification

Agile certification

Tools

Clario platform

Job description

What We Offer

Competitive compensation

• Medical, dental, and vision coverage
• Remote work options
• Tuition reimbursement
• Employee assistance and wellness programs
• Life and disability insurance

These benefits are localized for U.S.-based positions using the embedded approved repository.

What You’ll Be Doing

Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships.

Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction.

Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.

Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.

Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.

Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.

Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.

What We Look For

Bachelor’s degree in electronics, completion of technical school, or equivalent practical experience.

At least 5 years of experience in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related industry.

At least 5 years of experience with Clario, a part of Thermo Fisher Scientific processes and tools and within the Customer Care department.

A minimum of four years of experience as a Customer Service Experience Manager or equivalent experience.

LEAN or ITIL certification and Agile certification.

Proficiency with Microsoft Office applications and related software.

Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous-improvement strategies.

Excellent written and verbal communication skills in English, with the ability to communicate complex or technical information clearly and accurately to varied audiences; additional language proficiency is a plus.

Strong problem-solving, organizational, and time-management skills, with the ability to manage competing priorities and meet deadlines.

Demonstrated ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.

Based in the United States and able to work remotely.

At Clario, a part of Thermo Fisher Scientific

At Clario, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day.

Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.

Equal Opportunity Employer

Clario, a part of Thermo Fisher Scientific is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.

Privacy Policy

Clario is a leading provider of endpoint data solutions to the clinical trials industry, generating high-quality clinical evidence for life sciences companies.

We offer comprehensive evidence generation solutions that combine medical imaging, eCOA, precision motion, cardiac solutions and respiratory endpoints.

For more than 50 years, Clario has delivered deep scientific expertise and broad endpoint technologies to help transform lives around the world.

Our endpoint data solutions have supported over 30,000 clinical trials in more than 100 countries.

Our global team of science, technology, and operational experts have supported over 70% of all FDA drug approvals since 2015.