Customer Success Manager - Semi Vertical

Work Schedule

Environmental Conditions

Job Description

Customer Success Manager - Semi Vertical

R-01322819

Are you ready to take on an exciting and rewarding challenge? As a Customer Success Manager – Semiconductor Vertical at Thermo Fisher Scientific Inc., you will have the opportunity to make a significant impact in high tech/capital intensive industries. Join our elite team and help our customers optimize their workflow and achieve their research goals.

Location/Division Specific Information:

Join our Materials and Structural Analysis Electron Microscopy business, where we enable customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase efficiency, and ultimately change the world. We design, manufacture, and support the broadest range of high-performance microscopy equipment and inherent workflows that provide images and answers in the micro-, nano-, and picometer scales. Position is ideally based in Boise ID with a secondary preferred location in Hillsboro OR.

The Mission:

Your goal will be to help our customers be successful. Working closely with colleagues from cross-functional support teams, you will deliver outstanding post-sales support and help to remove barriers to customers success.

The Position:

In this role, you will build positive relationships with customers by providing excellent customer services. You will collaborate with Sales, Applications, and R&D to create tailored onboarding plans for each customer, considering their experience level and needs. Monitoring customer progress to adopting our solutions, you will act as an internal advocate to connect customers with the resources they need to effectively support their operations with our high-end systems.

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 microcopy 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

· Up to 20% travel required, occasionally to the APAC region.

Minimum Qualifications:

• Bachelors degree minimum, plus experience
• Advanced degree (M.S./Ph.D.) in Electrical/Electronic Engineering preferred
• 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

Preferred Qualifications:

• Experience in technical or application aspects of Electron Microscopy
• Confident and driven
• Project management experience