Customer Success Manager - Semiconductor

$107,000 - $159,575/Yr

Thermo Fisher Scientific - Sunnyvale, CA

Full-time - Mid Level

Sunnyvale, CA

Computer and Electronic Product Manufacturing

About the position

The Customer Success Manager - Semiconductor at Thermo Fisher Scientific is responsible for ensuring customer satisfaction and success in high-tech and capital-intensive industries. This role involves building strong relationships with customers, providing post-sales support, and collaborating with various teams to optimize customer workflows and achieve research goals. The position is based in the San Francisco Bay Area and requires up to 30% travel within North America.

Responsibilities

• Leverage customer intake meetings to set expectations, decide on success criteria, and understand individual customer needs
• Engage with customer's equipment and process representatives and develop relationships with customer's lab leadership and key users
• Work with sales, service, IT, and service innovation teams to ensure smooth installation, training, and technology adoption
• Supervise and track customer progress from point of sale through installation and training and beyond
• Serve as a single point of contact for customer concerns related to our microscopy tools and workflows
• Hold regular customer update meetings (monthly, quarterly) using data / important metrics from our digital products
• Identify processes, infrastructure, and/or product changes and/or offerings that could improve customer experience

Requirements

• Equivalent experience in high-tech/capital intensive industries or an advanced degree (M.S./Ph.D.) in Electrical/Electronic Engineering
• Five years of customer service/advocacy experience, preferably in high-tech or semiconductor device manufacturing
• Excellent teammate who can also work independently
• Strong communication and interpersonal skills

Nice-to-haves

• Experience in technical or application aspects of Electron Microscopy
• Confident and driven
• Project management experience

Benefits

• 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
• 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