Customer Success Team Lead

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Customer Success Team Lead

Location: Thornhill, Ontario

The Bilingual Customer Success Lead will be responsible for leading the Customer Success Specialists on ensuring a seamless 'Customer Journey' for Galderma customers and respective sales team(s). You will also be assigned to manage the order-to-cash cycle on a specified portfolio of key customer accounts ('VIP').

This position requires effective communication, negotiation, and interpersonal skills. You will be instrumental in guiding your team to provide excellent support, technical expertise, and exceptional customer experiences. In addition, this candidate must be able to work in a fast-paced and high-pressure environment. Your expertise in Oracle Cloud and Order-to-Cash ("O2C") processes will ensure client satisfaction and efficient order processing and payment collection with collaboration with our Accounts Receivable team.

1. Provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma's commitments to the 'Customer Journey'
2. Lead the Customer Success team to support 'seamless' order cycle from order receipt to invoicing to collections for Galderma customers
3. Develop and maintain positive and trust-based relationships with customers and respective sales representatives
4. Act as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests
5. Liaise regularly (weekly, monthly, quarterly) with sales management and Customer Service Manager to review and address insights, opportunities, and obstacles
6. Assist with account collection (calls, emails and/or letters) and resolve credit block issues on priority escalations
7. Lead the ongoing growth and development of the Customer Success team, including regular performance assessments, coaching, and training to ensure the team consistently meets and exceeds performance targets
8. Ensure application of local compliance and process alignment with group standards & policies
9. Troubleshoot and resolve EDI errors on inbound order and outbound shipments
10. Act as a subject matter expert in achieving and managing 'Customer Success' and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization.
11. Provide support to projects related to Customer Service or E2E processes.

1. 5+ years' experience in a customer success, customer service lead role, preferably within a Consumer-Packaged Goods or Pharmaceutical environment
2. Fluent in English and French, strong oral and written communication skills
3. Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections
4. Technical aptitude and comfort with Oracle (or similar ERP/SAP systems), Microsoft Office products and Power BI
5. Proven ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance)
6. Ability to lead by example and inspire team members to achieve and excel in stakeholder satisfaction and performance goals
7. Strong attention to detail, analytical and problem-solving skills
8. Ability to work in a team environment, but also able to work independently with minimal supervision
9. Ability to interact effectively with internal staff and external customers and possess exceptional interpersonal and communication skills
10. Demonstrates initiative and flexibility, with excellent organizational and time management skills
11. Ability to lead projects when needed

1. A great work environment with an inspiring work ambiance
2. Growth and development possibilities
3. An excellent benefits program starting day one
4. Pension program after one year of service (company contribution of up to 10%)
5. Tuition Reimbursements
6. Service awards program

1. If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
2. The next step is a virtual conversation with the hiring manager

Our people make a difference. At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.