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Customer Success Operations Leader

2 months ago

Pittsburgh, Pennsylvania, United States Thermo Fisher Scientific Full time

The role involves collaborating closely with the LSLPG Strategic Accounts Team and various division partners to ensure effective connection between our clients and Thermo Fisher Scientific's life sciences and laboratory product offerings. The ideal candidate will possess exceptional project planning and management abilities, a strong business acumen, sales insight, scientific and technical expertise, and a customer-focused mindset. A passion for optimizing processes to enhance the customer experience is essential. This individual will demonstrate a proactive approach and a solid process orientation to influence cross-functional team members, successfully leading customer projects that span multiple departments and divisions. Reporting to the Director of Commercial Excellence, this position operates within a diverse, intercultural, and matrixed environment, aiming to positively impact both the business and our clients.

Key Responsibilities:

Enhance strategic engagement with key accounts.

  • Spearhead customer-specific initiatives (innovation, productivity, site/lab development, integrations) to meet the needs and capitalize on opportunities within our life sciences or laboratory products sectors, thereby strengthening partnerships and fostering growth.
  • Serve as the project manager for cross-divisional initiatives, facilitating the formation and leadership of core teams, ensuring effective project management and governance, and coordinating project steering meetings.
  • Design and implement standardized reporting mechanisms and customer-facing scorecards that include key performance indicators and trends based on client feedback and requirements.
  • Utilize opportunity identification tools to uncover new or expanded prospects within accounts, setting specific, achievable objectives and measurable targets, while monitoring progress and establishing a suitable reporting format.
  • Act as the primary contact for customer issue resolution, establishing protocols for rapid action on critical issues through collaboration with internal teams and timely communication with clients.
  • Cultivate strong working relationships and effectively engage with LSLPG Strategic Account Leaders.

Drive operational excellence in account management and customer engagement processes.

  • Critically assess existing processes to identify and implement improvements.
  • Leverage data-driven insights to pinpoint potential areas for operational and performance enhancement, taking a leadership role in coordinating and tracking related projects and activities.
  • Lead structured and streamlined communication processes for account management teams to ensure alignment and promote collaboration at scale, including quarterly and annual planning sessions.
  • Organize and facilitate internal account management team meetings, demonstrating effective meeting management practices.
  • Coordinate responses to RFI/RFPs that necessitate cross-divisional solutions.
  • Actively collaborate, document, and share new insights with peers.

Qualifications:

  • Bachelor's degree in life sciences or business; an advanced degree in either field is preferred.
  • Over 5 years of experience in project management, customer relationship management, sales analysis/operations, or sales.

Skills and Abilities:

  • Exceptional customer relationship and account management skills, with a strong commercial focus and a commitment to understanding, developing, and optimizing sales processes to foster productive internal and customer collaborations.
  • Strong self-motivation and initiative, coupled with a desire to take full ownership of specific activities, showcasing thought partnership and relationship-building capabilities.
  • Ability to thrive in matrixed environments and navigate ambiguous challenges, taking responsibility for implementing straightforward solutions to complex issues.
  • Robust project management skills, with the capacity to prioritize and manage multiple concurrent projects, demonstrating a proactive approach to driving projects to completion.
  • Proficient in a multicultural, team-oriented environment.
  • Capable of professional interaction with a diverse group, including VPs, directors, managers, subject matter experts, and end-users.
  • Highly skilled in Microsoft Office Suite (Excel, Word, Project, and PowerPoint).
  • Excellent interpersonal, presentation, verbal, and written communication skills.
  • Willingness to travel up to 40% of the time.

Benefits:

We provide competitive compensation, an annual incentive plan, healthcare benefits, and a variety of employee perks. Thermo Fisher Scientific offers a dynamic, innovative work environment with excellent career development opportunities. Our company culture emphasizes integrity, intensity, involvement, and innovation.

EEO/Reasonable Accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, perform essential job functions, and receive other employment benefits. Please reach out to request an accommodation.