Technical & Data Analyst Team Lead at Zoetis in Kalamazoo, Michigan

Job Description:

Role Description




Position Summary:



Lead and coordinate the day to day activities for the customer success team function. Inspire confidence and create trust within the team to exceed customer expectations. Confidently manage a team in a fast paced environment and delegate work effectively. Set goals and standards for the team and provide them with the tools, resources and feedback to succeed. Coordinate communications with relevant breed associations, large strategic accounts and other stakeholders at an operational level to ensure seamless delivery of contracted services. Support a culture of continuous improvement.



Position Responsibilities:



Promote an Excellent Customer Experience, by coordinating the day to day activities of the assigned customer success team 30%



Responsible for developing a high performing customer success team and creating a culture where colleagues can thrive 25%



Coordinate communications with relevant breed associations, large strategic accounts and other stakeholders at an operational level to ensure seamless delivery of contracted services 20%



Establish relationships and working partnerships with all parties a customer interacts with (ZTD, Business Analysts, Product Managers, Herd Management Providers, CDCB, etc.). Use these relationships to resolve escalated issues and proactively communicate with customer success team and customers 10%



Promote a team culture of continuous improvement 5%



Utilize Key Performance Indicators (KPIs) to monitor response time and customer satisfaction 5%



Actively listen to customers concerns, identify tasks at hand, and take appropriate action to achieve a positive outcome for our customers - escalate the voice of the customer to the broader PAH team 5%




Organizational Responsibilities:



This position requires communication with external customers and the field force (ABM, DPS, TBM) that is responsible for the accounts


Liase with internal groups (Data Specialists, Laboratory Operations, Zoetis Tech & Digital (ZTD), Business Analysts, Product Managers etc.) to ensure appropriate information is communicated to exceed customer expectations


Collaborate with other pillars of the customer experience team and laboratory operations to delight our customer



Resources Managed:



Supervision: 2-6 depending on species



Education and Experience:

• Undergraduate degree (BS/BA) preferred


• 3-5 years previous customer experience or management


• Knowledge of beef and or dairy operations is preferred


• Adaptable in a rapidly changing environment

Technical Skills Requirements:

• Excellent written and oral communication skills


• Proficiency in PowerPoint, Excel, and Word applications


• Experience using a CRM (TouchPoint preferred)

Physical Position Requirements:



Occasional travel to aligned accounts or industry events


Full time


Regular


Colleague


Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.


Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.


Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis. Apply Now