JOB DESCRIPTION

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer! We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Position Summary:
The role involves leading strategic accounts to promote profitable growth, following the CTD and PSG strategic plan, AOP, and goal tree. Collaboration with the executive sponsor and operations is essential to meet customer commitments.

Responsibilities:

• Takes full ownership of customer relationships (at different levels) for specific high-revenue, multinational customers. Develops strategies to increase customer revenue, expand service offerings, and improve profitability.
• Partners with a team across various functions (Project Management, Quality, IT, Finance) to deliver outstanding global service to customers. Communicates with CTD and Thermo Fisher executives on behalf of customers when vital.
• Functions as a trusted executive advisor for strategic customer conversations. Leverages’ industry/business knowledge to develop innovative ideas and solutions for customers.
• Develops and promotes new services to meet customers’ current and future needs, rapidly growing the range of global service offerings by Patheon/Clinical Services.
• Able to guide the placement of work at CTD sites, thus, making the appropriate technology, region, or capacity decision in the best interest of the sponsor study.
• Listens to customer feedback and communicates it to the CTD organization. Guides and mentors team members to exceed customer expectations, resolve issues, and strengthen relationships and proposes improvements to the overall customer service experience.
• Handles customer expectations and provides clear, ongoing communication and service updates (face-to-face communication, quarterly customer updates, weekly and monthly virtual updates).
• Clearly communicates value of services to customers. Ensures quality and delivery levels support customer expectations.
• Ensure key partners are advised of all customer relationship issues, needs and developments.
• Prioritizes regular quality or service delivery review meetings that ensure operational performance standards are achieved.

Minimum Requirements/Qualifications:

Education:

• Bachelor’s degree in a relevant field
• Masters’ degree or other advanced degree is helpful

Experience:

• Eight to ten years’ experience in business, health care or related field is strongly preferred, or a combination of equivalent experience and education
• Clinical supplies/materials operations or clinical drug development experience required.
• Validated experience in pharmaceutical services, life sciences, health care services or high tech.
• Demonstrated ability to lead and influence cross-functional teams without direct management responsibility, fostering collaboration and driving results
• Experience negotiating complex customer contracts
• Business/financial competence; previous P&L experience preferred.
• Previous senior management experience and/or expertise in 2-3 key functional areas (finance, operations, sales, marketing, etc.)
• Proven track record leading and increasing profitability on large customer accounts.
• Willing to travel up to 50% (domestic and international).

What We Offer
We offer competitive 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.

• Takes full ownership of customer relationships (at different levels) for specific high-revenue, multinational customers. Develops strategies to increase customer revenue, expand service offerings, and improve profitability.
• Partners with a team across various functions (Project Management, Quality, IT, Finance) to deliver outstanding global service to customers. Communicates with CTD and Thermo Fisher executives on behalf of customers when vital.
• Functions as a trusted executive advisor for strategic customer conversations. Leverages’ industry/business knowledge to develop innovative ideas and solutions for customers.
• Develops and promotes new services to meet customers’ current and future needs, rapidly growing the range of global service offerings by Patheon/Clinical Services.
• Able to guide the placement of work at CTD sites, thus, making the appropriate technology, region, or capacity decision in the best interest of the sponsor study.
• Listens to customer feedback and communicates it to the CTD organization. Guides and mentors team members to exceed customer expectations, resolve issues, and strengthen relationships and proposes improvements to the overall customer service experience.
• Handles customer expectations and provides clear, ongoing communication and service updates (face-to-face communication, quarterly customer updates, weekly and monthly virtual updates).
• Clearly communicates value of services to customers. Ensures quality and delivery levels support customer expectations.
• Ensure key partners are advised of all customer relationship issues, needs and developments.
• Prioritizes regular quality or service delivery review meetings that ensure operational performance standards are achieved