Customer Success Manager - Semiconductor

$107,000 - $159,575/Yr

Thermo Fisher Scientific - South San Francisco, CA

Full-time - Mid Level

South San Francisco, 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 cross-functional teams to optimize customer workflows and achieve research goals. The position is based in the San Francisco Bay Area and requires a proactive approach to customer engagement and advocacy.

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