Customer Success Manager - US Remote

The BioProduction Group (BPG) is one of the fastest growing businesses in the company, supporting developers and manufacturers of biological-based therapeutics and vaccines. With over $2 billion in annual revenue, our portfolio of industry leading products span the bioprocessing workflow from discovery through large-scale commercial production. Our business is driving performance in bioprocessing through collaboration with our customers. The full strength of our capabilities is realized when integrated together in our customers' workflows to enable them to simplify their operations and optimize processes and resources. The full strength of our Go-to-Market capabilities is realized when we leverage our Marketing and Molecule Intelligence (MMI) data, data science capabilities and scale of our commercial sales organization to engage with our customers at the right time with the right solutions.Location: US RemoteHow will you make an impact?Reporting into the BioProduction Marketing and Molecule Intelligence (MMI) Director and working closely with the Marketing and Commercial teams, you will be responsible for driving adoption of data science recommendations in Salesforce.com (SFDC) and other MMI solutions with internal customers. The ideal candidate will have the empathy, leadership, communication, organization and time management skills required to develop relationships with and deliver value across a global and matrixed marketing and sales organization. We are seeking candidates with a proven track record for driving customer adoption/success with new software utilizing change management methodologies. This role manages multiple key strategic projects at once, coordinating cross-functionally, cross-regionally and requires strong organizational and time-management skills. It is essential that this person can establish rapport, credibility, trust, and respect throughout the organization, be viewed as a team player, and can work effectively under pressure and with tight deadlines.Key Responsibilities:Partner with Global and Regional marketing colleagues to develop and deploy digital selling and data science capabilities

Own overall relationship with assigned internal customers, which includes managing the MMI solution on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

Provide reporting for Managers, communications to Sales Team and weekly reporting for key stakeholders

Partner with marketing stakeholders on strategy and development of SFDC talking points aligned with best practices and commercial feedback. Develop a scalable library of commercial play talking points that optimize customer engagements and opportunity conversion.

Develop and manage Digital Selling program that amplifies sales reps’ voices, aligns digital customer experience with in-person touchpoints and digitally enable reps through new and existing technologies

Collaborate with IT, Sales and Sales Operations to ensure Data Science platform is aligned with program strategy and user needs. Maintain platform by requesting and managing all feature requests

Coordinate integrations with Data Science Platform and Salesforce.com, ensuring they are aligned with BPG process and strategies

Required Requirements/Qualifications:3-5 years of experience in communications, marketing, sales, account management, or customer success, preferably in lab related industry

Bachelor's degree in Marketing or related fields, or excessive experience (10 years) in lieu of degree is acceptable. High School Diploma/GED is required.

Master's degree preferred.

Knowledge of Salesforce.com and project management tools

Experience working with sales reps and supporting their efforts to sell more effectively and efficiently

Understanding of data science and digital marketing

Ability to function in a complex, matrix business environment is essential

Excellent critical thinking, project management, analytical, communication, presentation skills

Preferred Qualifications:3+ years of experience in communications, marketing, sales, account management, or customer success, preferably in lab related industry

Extensive knowledge of Salesforce.com and project management tools

Excellent critical thinking, project management, analytical, communication, presentation skills

Active team player, self-starter, and multitasker who can quickly adjust priorities

Position may require Covid-19 vaccination and/or routine testing, per client discretion. As a requirement to be onsite at Thermo Fisher Scientific this position requires vaccination status disclosure upon employment.Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $35 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 90,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon.Apply today! http://jobs.thermofisher.comThermo 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.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Accessibility/Disability AccessJob Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255. Please include your contact information and specific details about your required accommodation to support you during the job application process. This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.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.