JOB DESCRIPTION

Customer Success Manager
R-01322817
This role can be remote and will travel to customer sites
When you are part of the team at Thermo Fisher Scientific, you’ll do important work, like helping our customers find cures for cancer, protect the environment, or make sure our food is safe. Your work will have impact and you’ll be supported in achieving your career goals.
You will be a part of the Global Customer Experience team within the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific.
The Materials and Structural Analysis Electron Microscopy business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase efficiency, and ultimately change the world.
How will you make an impact? The Customer Experience team supports Life Science and Materials Science customers throughout their entire experience with a focus on accelerating the customer’s success factors by providing sustainable solutions, throughout the complete customer journey.
As a result of our growing Services business, we are looking for a Customer Success Manager (CSM), to support the delivery of our Value-Add Services. The CSM will work closely with Sales, Applications, and R&D to create a tailored onboarding and delivery plan for each customer. CSM will monitor customer progress and act as an internal advocate removing barriers and find solutions supporting the customer to meet their goals and reach business outcomes, enhancing the customer experience.

Responsibilities:

• Develop positive relationships with customers by providing excellent customer service. Leverage customer onboarding meetings to set customer expectations, decide on success criteria, and understand individual customer needs.
• Work closely with the service and applications teams to ensure a smooth installation and training process.

• Work closely with sales, IT, and other departments to connect the customer with needed information and resources. • Monitor and track customer progress starting at point of sale, through installation and training, and beyond.

• Serve as a single point of contact for customer concerns and as such an internal advocate for customer needs.
• Identify processes, infrastructure, and/or product changes and/or offerings that could be adjusted to improve customer experience.
• Up to 30% travel required, primarily in the US.

Minimum Qualifications:

• Advanced degree (M.S./Ph.D.) in Biological Sciences, or material science engineering or Physics; or a similar through experience. Will consider Bachelors Degree with 10 years experience.
• Experience interacting with customers, service engineers, product marketing managers, and R&D in an advanced technology role.
• Excellent teammate that can also work independently.
• Strong communication and inter-cultural skills.

Preferred Qualifications:

• High-end (Cryo-)Electron Microscopy experience (academia or industry);
• Comfortable working independently and leading customer relationships.
• Project management experience.

• Develop positive relationships with customers by providing excellent customer service. Leverage customer onboarding meetings to set customer expectations, decide on success criteria, and understand individual customer needs.
• Work closely with the service and applications teams to ensure a smooth installation and training process