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Job ID :
62874BR
Location :
US - Connecticut - Branford
:
Job Description

The Manager, Customer Experience is the customer advocate working with the Customer Success functions to promote customer engagement and satisfaction.

Responsibilities

  • Manage Net Promoter Score process – sending surveys, reporting results, following up with customers on negative ratings
  • Schedule internal churn analysis meetings with the teams
  • Send customer satisfaction surveys across the CS team and account portfolio, reporting on the scores internally and working with the account teams to follow-up/course direct where needed
  • Coordinate the local meet-up customer events
  • Work with marketing team to help organize User Group Meetings
  • Act as an escalation contact across the account portfolio – contribute to action plan and liaise with customers directly
  • Facilitate communication and collaboration with internal teams to clarify priorities and drive efficiency
  • Define, implement, and enforce standard practices and tools for account management

Qualifications

Required

  • Bachelor’s degree in a scientific discipline strongly preferred (chemistry, biochemistry, or chemical engineering) or Computer Science.
  • Five (5) plus years of project management experience and two (2) plus years of people management
  • Strong understanding of Information Technology and delivery of enterprise software to customers.
  • Expertise and experience managing complex, high-value projects.
  • Experience in developing project budgets and resource planning.
  • Considerable ability to establish and maintain effective working relationships across internal groups and customer representatives.
  • Considerable ability to develop, lead, motivate and supervise working teams.
  • Considerable ability to give clear and consistent instructions to team members.
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Considerable problem solving and decision-making skills.
  • Strong negotiation and communication skills.
  • Strong oral presentation skills.
  • Formal training in project management and tools like Microsoft Project, SmartSheet, etc. to create and manage project plans in terms of WBS, milestones and resource management.
  • Willingness to travel.

Preferred

  • Formal Project Management Certification (PMP).
  • Experience with the Agile Methodology as applied to solution delivery.
  • Experience within the biotech or pharmaceutical industry.
  • Experience with LIMS.
  • Experience with SaaS and PaaS software delivery models.
  • Experience with Salesforce.com.
  • Experience with JIRA and Confluence.



Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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