Customer Success Manager - Americas

Thermo Fisher Scientific

Full-time - Mid Level

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

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 Solutions 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. As a result of our growing Value Add 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 that takes their experience level and needs into consideration. The CSM will monitor customer progress and act as an internal advocate removing barriers and finding solutions supporting the customer to meet their goals and reach business outcomes, ultimately ensuring their success.

Responsibilities

• Develop positive relationships with customers by providing excellent customer service.
• Leverage customer intake 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.

Requirements

• An advanced degree (M.S./Ph.D.) in Biological Sciences, or material science engineering or Physics; or a similar through 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.

Nice-to-haves

• High-end (Cryo-)Electron Microscopy experience (academia or industry).
• Comfortable working independently and leading customer relationships.
• Project management experience.

Benefits

• Competitive remuneration
• Annual incentive plan bonus
• Healthcare
• Range of employee benefits