Client Services Manager

Would you like to be part of an international technology company providing supply chain management software solutions to companies discovering, developing, and commercialising cell and gene therapies and personalised medicine?

As a pioneer in the cellular orchestration industry, we have leveraged years of experience and innovation to design and deliver OCELLOS by TrakCel, the first modular, Salesforce-powered solution for the cell and gene therapy industry.

From patient enrolment, scheduling, manufacture, right through to final product delivery and administration, OCELLOS by TrakCel gives complete visibility of a patient’s journey.

We are seeking an experienced Client Services Manager based in Athens to lead our global team of Client Services Consultants and Team Leaders. This role presents an exciting opportunity to apply your customer service expertise in a software environment within a leading MedTech company.

As the key figure ensuring exceptional client service, you will manage the transition from implementation to live support, ensuring smooth operations and client satisfaction. You will design and implement a scalable support model for 24/7 service while meeting our service-level agreements (SLAs), play a pivotal role in the escalation process, and promptly addressing client queries.

In addition to overseeing daily operations, you will continuously seek opportunities for service and report/dashboard improvement, monitor helpdesk tickets, and proactively address recurring issues. As a natural leader, you will guide and support your team in maintaining high standards and supporting their professional growth.

To excel in this role, you must have led or been part of a high-growth, Client Services function for a software vendor, building and improving client support processes to enhance service delivery.

In addition, you will have:

• proven experience managing a global team, with a strong track record of motivating and leading others, fostering a culture of continuous improvement, and driving performance to meet SLAs and other key targets.

• a demonstrable track record of working in a client support environment, handling high volumes of client queries where customer satisfaction is prioritised.

• proven ability to manage the transition between different service stages, particularly from implementation to live client support, with a focus on minimising client impact during handovers.

• Fluency in English, both written and spoken, is essential, with the ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders.

A recognized industry qualification - e.g., ITIL Intermediate level or above, experience in the healthcare or pharmaceutical industry and the Salesforce platform would be ideal.

If you are passionate about exceptional client service and are excited about joining a company that values innovation and excellence, then we would love to have you on board.

TrakCel – Trusted Experts. Working Together. Delivering Vision.

No Recruitment Agencies thank you.

Unfortunately, immigration sponsorship is not available for this position. Applicants must have the right to work in Greece without the requirement for a Work Visa/Residence Permit now or in the future.

We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We celebrate diversity and are dedicated to providing a work environment that is free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. We encourage applications from individuals of all backgrounds and experiences. If you require any accommodations during the application or interview process, please let us know.

If you submit an application for a job with us, your application and personal details will be processed in accordance with our Candidate Privacy Notice which can be found on our website: www.trakcel.com/careers/. Receipt of your application will be taken as acceptance of the Notice.