Technical Customer Experience Manager, Sequencing

Roche • Wilmington, DE

3d • $131,100 - $243,500 • Onsite

About The Position

This is an exciting time to join the Roche Support Network. As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals. Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience. Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing to join its Support & Applications Team in Wilmington, MA. This highly-experienced individual will leverage a blend of technical expertise, customer-centricity, and program management skills to drive impactful customer engagements on behalf of the Sequencing Support organization. This individual will help shape and facilitate customer visits to the Wilmington site for product demonstrations, showcasing the product portfolio, including KAPA DNA and RNA Library Prep chemistries and Roche’s groundbreaking Sequencing by Expansion (SBX) technology on the AXELIOS 1 System. The successful candidate will coordinate feasibility studies and proof-of-concept experiments while serving as a vital conduit for customer feedback between local and global stakeholders. In addition, the Customer Experience Manager will play a critical role in orchestrating efforts for customer implementations, HyperCare activities, internal and external training events, ultimately liaising with Support functions and local and global business teams to ensure a high level of customer satisfaction and team readiness. As the program grows, this individual will continue to enable and influence other Support Leaders, while simultaneously building a team to support these efforts.

Requirements

• Bachelor's degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory, or equivalent education and work
• 3 years of experience in clinical laboratory, health environment or diagnostics industry
• 1 year of previous management or supervisory experience, or demonstrated leadership skills

Nice To Haves

• MA or PhD in a relevant scientific field (e.g., Genomics, Molecular Biology) with 5+ years of relevant experience in Next-Generation Sequencing.
• 5+ years of experience in customer-facing roles, including direct engagement with customers including those in senior leadership roles.
• Proven track record of leading cross-functional teams and programs to optimize service delivery and enhance the customer experience.
• 3+ years of experience managing technical teams or complex projects within a global/local matrix environment.
• Strategic thinker with an enterprise mindset and the ability to influence stakeholders across departments and franchises.
• Exceptional communication and collaboration skills, with a demonstrated ability to empower experts and achieve results through partnership.

Responsibilities

• Define and strategically lead cross-functional initiatives to enhance the end-to-end customer experience, ensuring alignment between customer interests and business objectives.
• Act as the primary liaison between technical teams (Support & Applications) and internal stakeholders (Sales, Digital Solutions, Commercial Project Management Office) to support successful customer implementations and capture critical service experience feedback for local and global teams.
• Efficiently manage and maintain visibility for key stakeholders regarding all customer implementation-related escalations.
• Ensure customer perspectives are clearly articulated and addressed by business leaders to drive continuous improvement in product and service delivery.
• Serve as the central point of contact for Sales and Marketing concerning all customer visits to the Wilmington, MA site, managing all logistics for post-sales training, product demonstrations, and customer evaluations, and ensuring clear expectation alignment.
• Lead / Co-Lead the development and delivery of essential customer-facing content for the Support organization, and coordinate internal training/onboarding programs in partnership with S&A team managers.
• Manage the dedicated budget for Roche-site customer training.
• Support tradeshow strategies and effectively communicate Sales and Marketing needs to the Support teams.
• There exists the potential to manage and mentor a small team as the program expands in the immediate years following product launch.

Benefits

• Relocation benefits are not provided with this job posting.
• Company car is not provided with this job posting.
• A discretionary annual bonus may be available based on individual and Company performance.
• This position also qualifies for the benefits detailed at the link provided below.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior