Customer Service Manager - Remote

Overview

We are seeking a Customer Service Manager to lead the end-to-end customer journey for Vytelle ADVANCE services in Australia and New Zealand. This role owns the customer experience before, during, and after OPU, with a clear focus on retaining at least 90% of customers, attracting new customers, ensuring seamless coordination, and acting as the critical link between customers, lab teams, operations, and commercial.

In Short

• Lead the customer journey for Vytelle ADVANCE services.
• Act as the primary point of contact for customer communications.
• Ensure customers are informed about the IVF process.
• Gather customer feedback to improve experience and retention.
• Build strong relationships with customers.
• Coordinate across internal teams for customer clarity.
• Drive customer growth through proactive outreach.
• Track key metrics related to customer satisfaction.
• Assist in aligning lab and customer schedules.
• Contribute to a culture of empathy and accountability.

Requirements

• Proven success in customer success or service role.
• Strong verbal and written communication skills.
• Excellent time management and detail orientation.
• Experience with CRM and customer software.
• Ability to travel occasionally as required.

Benefits

• Work with a global biotechnology company.
• Opportunity to lead customer experience initiatives.
• Contribute to the growth of innovative agricultural services.
• Collaborate with cross-functional teams.
• Be part of a culture focused on empathy and continuous improvement.