Customer Success Manager (electron microscopy science)

Work Schedule

Environmental Conditions

Job Description

Customer Success Manager

R-

*This role can be remote and will travel to customer sites*

When you are part of the team at Thermo Fisher Scientific youll 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 youll 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 thecustomerssuccess 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.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:

• A choice of national medical and dental plans and a national vision plan including health incentive programs

• Employee assistance and family support programs including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO) 10 paid holidays annually paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) accident and life insurance and short- and long-term disability in accordance with company policy

• Retirement and savings programs such as our competitive 401(k) U.S. retirement savings plan

• Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits please visit: Experience:

Manager