Responsibilities
Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Customer Success Manager R-01322817 *This role can be remote and will travel to customer sites* When you are part of the team at Thermo Fisher Scientific, you’ll 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 you’ll 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 the customer’s success 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 The salary range estimated for this position based in Illinois is $92,900.00–$125,000.00. 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: https://jobs.thermofisher.com/global/en/total-rewards Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell? Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. COVID-19 Vaccination Update for U.S. & Canada Colleagues All U.S. colleagues are required to disclose their COVID-19 vaccination status. New hires will be asked to disclose their vaccination status upon the first day of employment. U.S. new hires (including those in Field Sales, Field Services and Customer Support - Technical Applications) may be required to be vaccinated against COVID-19, including boosters, based on the customer or client sites they visit and support. Individuals may also be required to comply with other COVID-19 health and safety protocols, such as masking or testing. U.S. and Canada new hires in Clinical Research who are in the following job categories must be fully vaccinated before their first day of employment or request an accommodation: executive director level and above, client-facing commercial, clinical research associates (CRAs), Assistant CRA (ACRAs), all CRA and ACRA line managers, clinic-based staff in early development services and accelerated enrollment solutions, and FSP within analytical services division roles. Canada new hires (including those in Field Sales, Field Services, and Customer Support Technical Applications) may be required to be vaccinated against COVID-19, including boosters, based on the customer or client sites they visit and support. Individuals may also be required to comply with other COVID-19 health and safety protocols, such as masking or testing. New hires in Field Sales, Field Services, and Customer Support Technical Applications will be asked to disclose their vaccination status upon the first day of employment. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
