Customer Success Manager - Semiconductor

$107,000 - $159,575/Yr

Thermo Fisher Scientific - Carlsbad, CA

Full-time - Mid Level

Carlsbad, CA

Computer and Electronic Product Manufacturing

About the position

As a Customer Success Manager in the Semiconductor Vertical at Thermo Fisher Scientific, you will play a crucial role in ensuring customer satisfaction and success in high-tech industries. Your primary responsibility will be to build strong relationships with customers, providing exceptional post-sales support and facilitating the adoption of advanced microscopy solutions. You will collaborate with various teams to tailor onboarding plans and monitor customer progress, acting as an advocate for their needs.

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