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Position Summary:
The Customer Success Manager, Pharma QA/QC is a key commercial role within the Chromatography and Mass Spectrometry Division of Thermo Fisher Scientific. This role provides support to customers in the Pharma QA/QC market. The incumbent will improve customer satisfaction by ensuring the appropriate resources are engaged for optimal lab performance.
 
Key Responsibilities: 

• 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

 
Key Relationships

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

 
Minimum Requirements/Qualifications:

• Several years of technical experience within contract testing, routine labs, or QA/QC environment
• Bachelor’s degree, preferably in chemistry or other related sciences
• Strong interpersonal, oral and written communication, and presentation skills
• Computer proficiency in MS Office and the internet
• Solid English written and verbal communication skills.
• 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 75,000 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.