Thermo Fisher Scientific Senior Manager, Customer Site in Philadelphia, Pennsylvania
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.
This role will be remote based (home office on the East Coast). This individual is required to travel up to 70% within the East Coast Region to various customer sites as necessary.
How will you make an impact?
The Senior Manager of Enterprise Services is responsible for leading the Enterprise Service account management field operations strategy and execution for assigned account. Primary goals and objectives center on delivering high service levels, high customer satisfaction, and expanding margins through improved productivity and increased share of wallet. S/He ensures market penetration and profitability at these accounts, while achieving annual sales and profit targets.
This role works in close collaboration with the Director Enterprise Services and IES GES team to define the strategy and tactics to maximize profitable growth and to create customer value, and serves as the internal and external customer champion of Enterprise Service Field operations delivery execution, including contract management, delivering to SLAs and value generation deliverable(s) for assigned accounts.
What will you do?
Owns AOP revenue and profitability targets for defined Enterprise Service Accounts
Identifies and executes Enterprise Service account operational support model and ensures the timely, effective and profitable delivery of all in-scope services to assigned Enterprise Service customers.
Responsible for overall account relationship management, driving towards accounts being active references and Customer Advisory Council members.
Works in conjunction with Director Enterprise Services and Global Enterprise Sales to drive account strategy and execution of product pull through initiatives specific to existing Enterprise Service engagements.
Coaches and mentors Enterprise Service operations team to support overall account strategy by producing goals/metrics, forecasts, and routine measurement of overall results against plans.
Negotiate and approve larger service adds, deletes, change requests and renewals, up to authority limits in AAM, leveraging data and analytics to mitigate business risk and optimize results.
Manages standardization and operational execution of the Enterprise Service account playbook for account lifecycle management and growth.
Drives Enterprise Service account management processes to assess and mitigate account leakage.
Support Pro-active escalation of all situations at assigned accounts where additional support is needed, driving solutions on behalf of the customer.
Ensures value driven communication rigor at assigned accounts specific to routine business reviews with customers, establishing scorecards for SLAs, KPIs, accurate inventories, cost savings and value creation, and highlighting continuous improvement/growth opportunities.
Oversee contract compliance at assigned accounts, review and adjustment as needed to maintain or improve expected account top-line/bottom line financial commitments.
Maintain high levels of customer allegiance leveraging CAS survey results for continuous improvement
Drives continuous process improvement.
Simplifies, standardizes and ensures the organization’s processes remain current and cutting edge – utilizing PPI tools when appropriate.
Adhere to all Thermo Fisher and customer security and safety procedures
Support opportunities to identify and leverage other Thermo Fisher products and services
Participate in PPI project teams as assigned to improve business performance
How will you get here?
- BA/BS degree or equivalent experience
5+ years experience in Strategic Account Management or equivalent experience
Strong prior people management experience, remote-based management experience preferred
Experience in a customer facing position in Life Sciences environment
Experience in delivering and managing Enterprise Service Solutions at customer sites
Knowledge, Skills and Abilities:
Work independently and proactively to resolve customer issues
Build strong, professional client relationships
Sound decision making skills
Demonstrated ability to maintain and grow senior level customer relationships across multiple areas (i.e. Sourcing, Ops, Research, Materials Mgt, Quality, EH&S,Facilities)
Excellent financial analysis and business acumen, negotiation, and project management skills
Excellent analytics and presentation skills, with the proven ability to articulate how to use enterprise data and provide recommendations to drive value and continuous improvements both internally and customer facing
Ability to work under pressure, with a demonstrated ability to make decisions with minimal direct supervision
Strong leadership skills in a matrix environment
Change leadership skills and the demonstrated ability to effect change
Demonstrate the Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement
At Thermo Fisher Scientific, each one of our 65,000 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.
Apply today! http://jobs.thermofisher.com
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.