Customer Excellence Operations Manager

at  Thermo Fisher Scientific

JOB DESCRIPTION

When you’re part of the team at Thermo Fisher Scientific, you’ll do meaningful work, that makes a positive impact on a global scale! Join over 100,000 colleagues who bring our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. You’ll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world’s toughest challenges. This includes protecting the environment, making sure our food is safe, and helping find cures for cancer.

EDUCATION / EXPERIENCE

• Bachelor’s degree in life sciences or business. Advanced degree in either preferred.
• 5+ years project management, customer relationship management, sales analysis/operations, or sales experience

KNOWLEDGE, SKILLS, ABILITIES

• Excellent customer relationship and account management, including strong commercial orientation with a passion to understand, develop, improve, and optimize sales processes to support team in establishing productive internal and customer collaborations.
• Strong self-direction and initiative paired with a desire to take complete ownership over specific activities, including demonstration of thought partnership and relationship building.
• Able to thrive in matrixed environments and solve ambiguous problems/ situations, taking control and responsibility for implementing simple solutions to complex problems.
• Robust project management skills with ability to prioritize and manage multiple parallel projects. Demonstrates a bias for action and driving projects to fruition.
• Excels in a multi-cultural, team-based environment.
• Ability to interact professionally with diverse group including VPs, directors, managers, subject matter experts, end-users.
• Highly proficient in Microsoft Office (Excel, Word, Project, and PowerPoint).
• Excellent interpersonal, presentation, verbal and written communication skills
• Travel up 40% of the time.

Elevate strategic engagement at key accounts.

• Lead customer specific projects (innovation, productivity, site/ lab build-outs, integrations) to address key account needs and opportunities in our life sciences or lab products businesses that will strengthen our partnership and growth at the account.
• Act as project manager on cross-divisional projects by aiding in building out and leading core teams, enabling effective project management and governance, and facilitating project steering meetings
• Develop and implement standard reporting mechanism and customer facing scorecards with key performance indicators/ trends based on feedback and needs.
• Leverage opportunity identification tools to identify new or expanded opportunities within accounts, including setting specific, achievable objectives and quantifiable targets, actioning and monitoring progress, and establishing a reporting format/ cadence appropriate for the size/ complexity of the opportunity.
• Serve as point of contact for customer issue triage and resolution, establishing mechanisms for critical issues to be actioned quickly through collaboration with internal colleagues and timely communication back to customer.
• Build strong working relationships, effectively engage LSLPG Strategic Account Leaders.

Drive operational excellence in account management and customer engagement processes.

• Be constructively critical of current processes to identify and deploy process improvements
• Leverage data related findings to identify potential areas of operational/performance improvement, and play a leadership role in coordinating and tracking resulting projects and activities. Role model the use of PPI tools.
• Implement and actively lead structured, streamlined account communication processes to ensure robust account management team (AMT) alignment and drive collaboration at scale, to include quarterly and annual planning meetings.
• Coordinate preparation and lead internal AMT meetings, demonstrating effective meeting management practices.
• Coordinate response RFI/RFPs that require cross-divisional solutions.
• Actively collaborate, memorialize, and share new insights with peer group.