Jennifer Forte
Senior Customer Success Manager
- Role
- Senior Manager of Commercial Support, Evo Cold Chain Logistic Solutions at BioLife Solutions, Inc.
- Location
- Santa Fe, NM, US
- LinkedIn followers
- 500 followers
About Jennifer Forte
I\'m an accomplished Senior Customer Success Manager with over 15 years of experience…
Experience
Senior Manager of Commercial Support, Evo Cold Chain Logistic Solutions
Dec 2020 — Present · Albuquerque, NM, US
Promoted from Commercial Account Manager, to Senior Manager of Commercial Support within one year for customer service and case management accomplishments. Serve as an advocate and voice of the customer for international couriers and pharmaceutical end users. Lead the Customer Assurance Team’s strategic direction and operational execution to gather customer satisfaction insights. Identify ways to optimize each step in the customer lifecycle while driving strong ROI for clients and stakeholders. Develop customer relationships that promote product loyalty and trust among the cell and gene therapy industry. Communicate proactively via monthly business reviews and weekly status calls with clients to ensure user satisfaction with product performance and support services. Develop sales forecast and collaborate closely with Operations, Quality, and Design teams to facilitate on-time deliverables and cost-effective inventory management Oversee support functions and manage 4 support team members to drive resolutions for quality issues. Communicate client needs to internal stakeholders to promote continuous improvement and increase revenue. Personally manage and resolve high-risk support escalations with impacts to gene cell therapy patients. Manage supplier and third-party provider relationships to promote expedient resolution to technical issues.
Education
State University of New York College at Buffalo
Bachelor of Science - BS
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