Customer Success Manager, Contract Testing Labs

Thermo Fisher Scientific Chicago, IL

About the Job

Customer Success Manager, Contract Testing Labs

*Need someone to reside in or around the Chicago surrounding area*

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, and you’ll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you’ll find the resources and opportunities to make significant contributions to the world

How you will make an impact:

The Customer Success Manager, Contract Testing Labs, is a key commercial role within Thermo Fisher Scientific. This role provides support to customers in the Contract Testing Labs market. The incumbent will improve customer satisfaction by ensuring the appropriate resources are engaged for optimal lab performance.

What you will do:

Customer Support

  • Primary point of contact for coordinating technical expertise and applications assistance.
  • Ensures data is suitable for customer needs and identifies opportunities to streamline reporting.
  • Ensures lab design, products and proposed solutions match customer requirements.
  • Collects user feedback and pain points by communicating with the lab employees/end users on a regular daily, weekly, bi-weekly basis
  • Delivers follow-on training as required.
  • Maintains traveling kit for rapid resolution of minor issues.
  • Visit customer sites frequently.
  • Manages the customer testimonial of the post-implementation experience with the holistic solution offered
  • Understands customer value equation

Additional Responsibilities

  • Captures new knowledge within the field of expertise and documents in SFDC (proactive demand analysis, spare parts, service contracts, consumables, capacity planning, upcoming projects, strategic direction changes for the lab)
  • Maintains accurate reporting, records, and files necessary for proper management of customers
  • Maintains lab database with customer lab inventory.

Key Relationships

  • Account Relationship Manager, Implementation Manager
  • Customers operating systems; software/lab personnel
  • Technical experts across Thermo Fisher Scientific

How you will get here:

  • Bachelor’s degree required, preferably in chemistry or other related sciences
  • 5+ years of technical experience within contract testing, routine labs, or QA/QC environment
  • Strong interpersonal, oral and written communication, and presentation skills
  • Computer proficiency in MS Office and the internet
  • Organizational skills, ability to multi-task and meet deadlines
  • Ability to travel to customer locations up to 75%.
  • Key Competencies:
    • Background in Contract Testing Labs / Pharma QA/QC
    • Technical experience/chemist
    • Commercial thinking
    • Good communication skills

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Apply today!