Pharmaceutical Customer Experience Specialist

Must be able to work 4 AM-12:30 PM EST.

We are seeking an experienced and proactive Customer Experience Specialist to join our team in a remote role that blends Customer Service and Customer Experience responsibilities. This position is critical to bridging operational support and long-term relationship management, primarily for our international customers, especially during early morning hours—but also extending support to other customer segments as needed.

In this role, you will take ownership of onboarding, training, and sustaining strong partnerships with our global network of Pharmaceutical Manufacturing Facilities (PMFs). You will act as a trusted clinical and operational resource for our international stakeholders—ensuring platform adoption, regional consistency, and a superior customer experience.

This role requires flexibility and availability to work the assigned shift from 4:00 AM to 12:30 PM EST, Monday through Friday, including select holidays as needed.

Key Responsibilities:

Onboarding & Training:

·Lead the onboarding process for all PMFs across platforms.

·Collaborate with cross-functional teams to ensure onboarding requirements are captured and implemented.

·Deliver region-specific training and resources to promote operational consistency and success.

·Maintain strong clinical knowledge of all products and their use across various geographies.

Customer Support & Service:

·Serve as the first point of contact for customer inquiries and support issues, particularly during early morning hours.

·Troubleshoot and resolve issues promptly, providing high-quality support aligned with internal SLAs.

·Act as a bridge between immediate customer needs and longer-term experience goals.

Performance Monitoring:

·Monitor usage and performance metrics to ensure adoption and adherence to best practices.

·Proactively identify and address early-stage performance issues through regular engagement.

Customer Engagement & Relationship Management:

·Conduct proactive check-ins to support operational health and build strong customer relationships.

·Serve as a trusted advisor—answering clinical questions, offering guidance, and championing customer needs internally.

·Provide dedicated support across time zones to ensure responsiveness and reliability.

Cross-Functional Collaboration:

·Partner with internal stakeholders, including Customer Support, Product, and Clinical teams, to resolve escalations and improve processes.

·Share customer feedback and insights to drive continuous improvement across the organization.

Shift & Flexibility:

·Work the designated shift from 4:00 AM to 12:30 PM EST , Monday through Friday.

·Be available to work holidays and adapt to scheduling needs to support global operations.

Experience & Education:

• 2–3+ years of experience in customer success, support, clinical onboarding, or a related field.
• Background in radiopharmaceuticals, biotechnology, or healthcare is strongly preferred.
• Experience supporting international customers across diverse cultures and regulatory environments.

Skills & Abilities:

• Strong clinical and operational acumen, with the ability to communicate effectively across technical and non-technical teams.
• Proven ability to manage multiple priorities in a fast-paced, matrixed environment.
• Excellent communication, interpersonal, and relationship-building skills with a polished, professional presence.
• High emotional intelligence (EQ) with the ability to navigate complex customer interactions with empathy, patience, and adaptability.
• Strong cultural awareness and ability to work effectively across global customer bases; proficiency in Spanish or French is a plus.

Technical Proficiency:

• Proficiency with CRM systems and customer success platforms.

Familiarity with onboarding dashboards, reporting tools, and customer data