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Customer Success Manager

Company: Thermo Fisher Scientific
Location: Chino
Posted on: September 10, 2020

Job Description:

Job Description: CSM job description: We are currently seeking a Customer Success Manager (CSM ) with a background in clinical laboratory settings (infectious disease is preferred) with experience in molecular testing to further strengthen our team. This role is part of a field-based team focused on the support of large, high-throughput clinical customers as they expand Genetic Testing capabilities. The role of the CSM is outlined below. Responsibilities: * Serve as primary day-to-day support to ensure proper lab performance for high sample per day customer(s) * Management of client offering/services such as planning, installation, training, validation and troubleshooting for our Genetic Testing solutions * Partner with our commercial team in the promotion of other health care content menu options to enhance the utility of our solutions in customer labs * Be the Thermo Fisher single point of contact for the customer for all technical issues * Coordinate all technical activities with other Thermo Fisher personnel * Own the implementation of assays and products / clinical solutions within customer sites * Maximize customer value/satisfaction by aligning complex product solutions and services with key customer initiatives. * Understand all customer bottlenecks to success and leverage the full scale and capability of Thermo Fisher to remove them * Build and maintain relationships with key decision makers or potential influencers internally and externally * Understand the clinical lab landscape and help to develop a business strategy on how to best tackle the clinical markets with Clinical Commercial Sales counterparts * Job duties will include the following tasks: * Assist customers with implementation of our testing solutions * Triage customer concerns and ensure SLAs are managed and customer expectations are met * Provide training to customers at their own CLIA/GLP laboratories and at virtual Thermo Fisher training locations * Provide technical and applications assistance in response to customer inquiries * Ensure maximum reagent and consumables pull-through * Promote new products (clinical solutions) on customer sites and in conferences/user meetings * Work in collaboration with the Account Manager to set up the best support strategy for each customer site * Build strong relationships with customers * Maintain and develop the CRM database * Maintain consistent and structured communication with counterparts and articulate summarized communication to Manager on a periodic basis * Obtain successful adoption of the technology while investigating the potential of other applications and solutions both pre-clinically and clinically * Align with other teams in the company on a regular basis * Estimated 50-75% travel. * Experience/Qualifications/Qualities that are important in this role * BA/BS (with experience) or MS degree in Life Sciences, PhD preferred * Must have experience in qPCR in a clinical laboratory setting. * Understanding of clinical industry standards, guidelines and environments * A technically savvy individual who can assess customer clinical needs and implement training and experimental approaches to ensure customer success. * Previous experience as a customer-facing application specialist desirable (qPCR experience desirable) * Excellent communication and influencing skills * A problem solver with proven ability to overcome technical hurdles * Ability to understand and articulate complex scientific literature and use extensive complex clinical data as a key factor in the sales process * Strong drive for success *EVGSS2020 *GTSDouble

Keywords: Thermo Fisher Scientific, Chino , Customer Success Manager, Executive , Chino, California

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