The Customer Success Manager, Contract Testing Labs (Environmental Testing, Food Safety), is a key commercial role within the Chromatography and Mass Spectrometry Division of Thermo Fisher Scientific.
This role provides support to customers in the Contract Testing Labs market. The incumbent will improve customer satisfaction by ensuring the appropriate resources are engaged for optimal lab performance.
Key Responsibilities :
Primary point of contact for coordinating technical expertise and applications assistance
Ensures data is suitable for customer needs and identifies opportunities to streamline reporting
Ensures lab design, products and proposed solutions match customer requirements
Collects user feedback and pain points by communicating with the lab employees / end users on a regular daily, weekly, bi-weekly basis
Delivers follow-on training as required
Maintains traveling kit for rapid resolution of minor issues
Visit customer sites frequently
Manages the customer testimonial of the post-implementation experience with the holistic solution offered
Understands customer value equation
Captures new knowledge within the field of expertise and documents in SFDC (proactive demand analysis, spare parts, service contracts, consumables, capacity planning, upcoming projects, strategic direction changes for the lab)
Maintains accurate reporting, records, and files necessary for proper management of customers
Maintains lab database with customer lab inventory
Account Relationship Manager, Implementation Manager
Customers operating systems; software / lab personnel
Technical experts across Thermo Fisher Scientific
Minimum Requirements / Qualifications :
5+ years of technical experience within contract testing, routine labs
Bachelor’s degree, preferably in chemistry or other related sciences
Strong interpersonal, oral and written communication, and presentation skills
Computer proficiency in MS Office and the internet
Solid English written and verbal communication skills.
Organizational skills, ability to multi-task and meet deadlines
Ability to travel to customer locations up to 75%
Key Competencies : Background in Contract Testing Labs Technical experience / chemistCommercial thinkingGood communication skills
About us :
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer.
Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.
Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon
With Thermo Fisher Scientic, it’s not just a career. It’s a chance to realise your best professionally and personally.