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Thermo Fisher Scientific Customer Success Manager, Remote in Boston, Massachusetts

The Digital Innovation Services (DIS) Center of Excellence is an internal consulting group that partners with divisions across Thermo Fisher to bring the power of data, analytics, artificial intelligence and advanced computing to bear on our services and products. We work with you to research and develop offers that optimize instrument performance, automate processes, improve efficiencies, and increase the value we deliver to customers.

CSC Customer Success Manager

This position will be a champion for and will drive Customer Service Center (CSC) adoption across divisions. The CSC Customer Success Manager will present the benefits of CSC, a digital platform for service to augment our current service contracts portfolio. He/ She will conduct needs assessments, current and future state mapping through a process of value stream mapping, understanding partners, systems and processes. Within these engagements, this position will create repeatable processes for use to scale CSC adoption in the organization.

Location: This is a remote position. The ideal candidate will reside near a major airport.

What will you do?

  • Help drive activities that improve the overall effectiveness of our onboarding program to deliver unique value to the division and its customers; partner with CSC 1/ marketing, 2/ product and development teams and 3/ division partners to drive results.

  • Conduct division solution readiness assessment for CSC implementation – help identify the key partners, customers and devices for MVP and unique capabilities and features.

  • Maximize the customer intake meeting to set customer expectations, decide on success criteria, and understand individual customer needs.

  • Identify processes, infrastructure, and/or product changes and/or offerings that could be adjusted to improve customer experience.

  • Map, understand, and ensure complete and shared vision of client business process alignment needs, and expectations of commitments necessary for successful execution.

  • Develop an implementation playbook and adapt to the division – identify options or path to commercial release and work with key partners and division marketing for input to product positioning and pricing.

  • Create reusable assets and internal communication mechanisms that will accelerate onboarding and work with program PMO as needed – can include iConnect CSC page, CSC First Call Deck, Monthly Customer Win Updates, Readiness Assessment, VOC template, Commercial Strategy Template, CSC Implementation Playbook, etc.

  • Create and present information-dense, effective slides to convey strategy and gain buy-in from business leaders

  • Foster positive relationships with internal partners and customers by providing excellent customer service. Serve as a single point of contact for division concerns and as such an internal advocate for customer needs.

  • Define metrics and analytics that will help monitor CSC success

How will you get there?

  • 8+ years relevant industry experience in consulting, life sciences or healthcare highly preferred

  • Bachelor's degree in related field\or equivalent work experience required.

  • The candidate will have a strong analytical and program management background, and have a proven track record of simultaneously driving multiple workstreams to meet program objectives and deliver results. They will identify risks ahead of time, intensify when necessary, and seeking out opportunities to invent and simplify.

  • A strong ability to think critically and creatively is needed to perform well in this role, and a keen sense of ownership and scrappiness is a must.

  • Ability to provide clear, concise, accurate and data driven communications (verbal and written) that are appropriately tailored to the audience

  • Ability to influence & drive adoption, comfort with high level interactions and diverse set of internal customers/partners.

  • Enjoys leading interdisciplinary teams, framing, designing, and carrying out solutions to meet tough business challenges

Preferred Requirements:

  • MBA, consulting background or experience executing large scale customer-facing programs

  • Scaled Agile Framework (SAFe) Agilist certified

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.