Customer Success Manager - Semiconductor

$107,000 - $159,575/Yr

Thermo Fisher Scientific - San Francisco, CA

Full-time - Mid Level

San Francisco, 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 provide exceptional post-sales support, helping customers optimize their workflows and achieve their research goals. You will collaborate with various teams to create tailored 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

• Commuter assistance
• Paid parental leave
• Caregiver leave
• Employee stock purchase plan
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• Life insurance