Customer Success Specialist (Pathology & Sequencing Labs)

At Roche you can show up as yourself embraced for the unique qualities you bring. Our culture encourages personal expression open dialogue and genuine connections where you are valued accepted and respected for who you are allowing you to thrive both personally and professionally. This is how we aim to prevent stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche where every voice matters.

The Opportunity

The Customer Success Specialist Pathology Lab is a field-based position that is responsible for providing pre-sales support installation services technical expertise and training/education to new and existing customers (Pathology Labs Sequencing Labs Commercial sequencing providers). The primary role of this position is to collaborate with sales support teams and serve as the scientific/technical expert to help drive sales and provide support for customers. While some work may be performed remotely this position requires approximately 50-70% travel (including overnight travel) to customer sites across India.

Key Roles & Responsibilities:

Provide expert knowledge of products/applications and consultative scientific support to sales customers support & applications teams cross-functional resources and other stakeholders

Partner with sales in the field to provide customers with the scientific and product support necessary to accelerate the sales process

o Pre-sales customer presentations/seminars

o Experimental designs

o Product evaluation and selection

o Evaluation of IHC ISH IF DP NGS methods and workflow optimization

o Training and post-sale technical support

Participate in scientific seminars and trade shows by providing technical presentations

Provide installation and training support for IHC ISH DP NGS library preparation and target enrichment workflow for our customers.

Monitor technical trends and provide feedback on competitive landscape conceptualization of product extensions product positioning and application development; share with Applications Manager and Product Managers

Report on activities in the field on a regular basis to upper management

Who You Are

You are a mid-career IHC and NGS technical professional who is enthusiastic customer-focused and people-oriented. You look forward to traveling and serving in a customer-facing role. You are approachable skilled in communicating with sales influencing customers and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset.

Minimum Qualifications

Bachelors degree in Medical Technology Bio-Technology Chemistry Biology or Clinical Laboratory or equivalent work experience

5 years of experience implementing and evaluating complex laboratory IT products medical diagnostic equipment reagents and/or systems

Field implementation and training specialist experience or related experience

Previous experience mentoring and/or training

Preferred Qualifications: Master or PhD degree in science

Knowledge & Experience

5 years demonstrated experience applying IHC concepts / Molecular Biology/ Sequencing / practices and procedures.

3 years experience in Sequencing and other genomics technologies

IHC ISH NGS applications expertise NGS data analysis/applications

Bioinformatics Automated Liquid Handlers

Ability to learn Roche solutions (i.e. molecular life sciences Digital Pathology IT solutions) and stay current with industry trends

Transferable Skills

Strong customer consultative skills which includes application of scientific knowledge and analysis exceptional customer engagement and fostering of customer relationships

Strong interpersonal and organizational skills

Strong written/verbal communication skills presentation and project management experience

Can work as a field based individual contributor with independence and autonomy

Demonstrated ability to coach and mentor junior staff and lead by example

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver life-changing healthcare solutions that make a global impact.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.