Automation Customer Success Manager

at  Thermo Fisher Scientific

HOW WILL YOU MAKE AN IMPACT?

The Finance Digital Transformation team is driving innovation in RPA, Data Analytics, and AI to standardize and simplify Finance processes. We’re seeking a Customer Service Analyst to lead this evolution, providing tailored technology and process solutions for business simplification, standardization, and transformation. Collaborating with business partners, this role implements automation solutions, optimizing the Finance function in the AIG division.
As a Customer Success Manager – Finance Digital Transformation (FDT), you will proactively engage with business leaders to prepare Finance teams for digital transformation projects. Your role will involve implementing process change and rollout of solutions developed by the Finance Digital Transformation team for the Analytics Instrument Group (AIG). Using your finance and technology expertise, you will recommend, influence, and facilitate the adoption of process automation solutions for global initiatives and strategies. Additionally, you will ensure that delivered automations have the desired business outcomes and act as a customer advocate for end users in automation and re-engineering development initiatives. You will also foster continuous improvement to make customer success world-class, supporting automations in production and exceeding customer expectations.

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

At Thermo Fisher Scientific, each one of our 90,000 extraordinary minds has a unique story to tell. Join us and give to our singular mission—enabling our customers to make the world healthier, cleaner, and safer.
We offer driven remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today! http://jobs.thermofisher.com

• Understand the larger business goals of Finance Automation and Digitization program initiatives and help optimize solutions to achieve measurable business results.
• Define, measure, and lead metrics to assess the effectiveness of implemented automations and process changes.
• Understand current state and required steps to transition the organization to new processes facilitated by delivered Automations and re-engineering initiatives
• Lead deployment across multiple projects and drive a shared approach and outcomes tracking
• Act as an advocate for end users in the full-lifecycle development process by feeding back any requirements or process changes to the delivery team based on lessons learned from automations deployed
• Identifies and articulates customer issues and translates them into business requirements and/or data metrics for simple to complex financial business processes
• Increase adoption and Automation impact of deployed solutions by focusing on the people side of change, including changes to business processes, systems and technology, job roles and organization structures
• Conducting periodic audits and monitoring automations with the respective process owners, IT partners and the customers for changes and performance.
• Promote Automation solutions by working across functional groups to educate and promote the capabilities and efficiencies that can be achieved through automation.
• Provide guidance and management support to Customer Success analyst and technical support team in developing and implementing key performance indicators and processes for effective automation monitoring.
• Proactively engage with finance business experts and multi-functional teams to gain an in-depth understanding of their business processes and identify and define business problems that can be addressed through Automation
• Support execution team with resolution of roadblocks and interdependencies. Partner with business customers and technical and operational teams external to the project to ensure their tasks are completed as required
• Ensure requirements and changes are documented, traceable, and testable through to implementation
• Lead customer communication and progress reporting at various levels of the organization including leadership and executives
• Ensure quality of work is verified and matching customer expectations

Bachelor’s degree in information systems / finance or any other relevant field

• Minimum of 4-7 years relevant business experience within financial, technology, or automation domain
• 2-3 Years hands on experience leading process, technology and solution roll-out in large enterprise scale organizations
• Strong team management experience
• Social skills: exceptional verbal/written communication
• Consistent track record of achieving desired results without direct report authority.
• Knowledge of Agile/Scrum methodology a plus
• Knowledge of JIRA is a plus.
• Minimal travel required <10%
• Customer management experience in dealing with multi-year transformation programs