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The Position
The Enterprise Customer Support Leader in the Roche Service Network (RSN) is a remote, field-based position of importance that is responsible for leading support orchestration efforts as a single point of contact of total solution support for Core Lab, Near Patient Care, Molecular and Pathology solutions across all needed functions in Roche Diagnostics for selected key customer accounts in the US.
By dedicating focus to assigned key customer accounts, you will ensure the success of customers of Roche Diagnostic solutions, as well as identify and lead in partnership with the impacted areas the resolution of any issues impeding customer success.
The purpose of this position is to maintain and grow the business, achieve financial goals, and ensure customer satisfaction. This role will influence and provide direction of cross-functional resources internally and externally, including RSN leaders, Sales leaders, customer contacts, third-party partners and any other stakeholders needed to ensure value delivered results in expected customer experiences and resulting satisfaction goals.
This position will challenge you to demonstrate decision making, leadership, and planning skills focused on the efficient and effective use of resources and processes as it relates to the customer support experience. You will also support the identification, scoping, management, and execution of process effectiveness-related initiatives that will contribute to increased commercial readiness, on-time execution and value-add to Roche customers. This position will report directly to the Senior Director of Enterprise Customer Support, or directly to the Director of Large Reference Labs & Strategic Enterprise Support based on customer alignment, in the Roche Support Network.
To be successful in this role, you will need broad knowledge of our Roche Diagnostic solutions, understanding of RSN’s functions, processes and approach, and the ability to communicate and influence stakeholders ranging from C-suite to individual contributors throughout Roche as well as customers and third-party partners.

MINIMUM REQUIREMENTS

• Bachelor’s degree
• 3 progressive experience in a relevant discipline, including knowledge/experience in Diagnostics, Medical Device, Life Sciences, or related industry
• 1 year experience in a formal leadership role at least at a Manager level, with experience leading cross-functional teams that include members outside of the direct reporting chain.

• Orchestrates activities across Roche functional boundaries to ensure achievement of customer outcomes.
• Partners with the RSN Senior Service Directors, commercial leadership teams to prioritize key customer accounts, define the engagement model, communicate progress, align on approaches, ensure resolution of issues and co-create customer roadmaps.
• Coordinates with appropriate Roche teams, both within and outside of RSN, for each of the business units for a comprehensive view of each aspect of the customer journey for assigned key accounts.
• Collaborates with product experts to understand product lifecycle and capabilities, escalations status and progress, and product quality and improvements.
• Creates and maintains internal and customer facing reporting of the overall health of the customer support experience.