Thermo Fisher Scientific Industrial Internet of Things Program Manager in Tewksbury, Massachusetts

Job Description

Position: Industrial Internet of Things (IIoT) Program Manager

Location: Tewksbury MA, Texas (remote) or Bay Area (remote)

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.

How will you make an impact?

Thermo Fisher Scientific is transforming our customers business by leveraging the industrial internet of things to create innovative solutions. The digital science team is looking for an experienced program leader to engage our customers and help create digital solutions for their challenges to life.

We are looking for an experienced program leader who is eager to define, roll-out and execute a robust “Voice of the Customer” program. This program will allow the Digital Science Team to regularly deliver to our development teams strategic customer insights representing critical needs for their process analytical technology. The program leader will continuously track progress of software development teams versus the vision of customer success. The program leader will also regularly close the loop with our customers, providing additional VOC to our developers as we move from concept to minimum viable product to robust solution.

The successful candidate is an early-adopter—comfortable crafting strategies for how to most effectively design, implement and continuously enhance voice of customer programs.

The successful candidate will be energized to learn from experts at all levels, inside and outside the Company, and applying proven practices to improve the efficiencies of our customer success programs. This is a critical role in ensuring the Voice of our Enterprise Customers is heard by our product teams and the appropriate actions and follow up are delivered.

What will you do?

  • Define and execute a process across all business units within the Chemical Analysis Division and beyond to collect and analyze relevant data sources for customer insight.

  • Attend industry meetings, workshops and webinars to understand trends and gain insights into vertical market needs. Translate learnings into concepts for more detailed customer VOC engagements

  • Lead 1:1 Customer VOC Engagements. Translate VOC to concepts and storyboards for customer follow-up and validation.

  • Create a standardized reporting format and rhythm to communicate activities, customer stories in progress, and insights to the Digital Science team.

  • Prioritize concepts based on collected data, interaction with SME’s, and commercial opportunity. Present recommended “top concepts” to Digital Science team for go/no go stage gate review.

  • Work with product development teams to develop user personas and journeys based on VOC data.

  • Lead multiple customer follow-up VOC engagements to validate concepts, proof of concept, and early release candidates.

  • Define and manage the “Close the Loop” process with customers, keeping those providing VOC input apprised of progress and development activities

How will you get here?

Education & Experience

  • BS in Business, Marketing or a technical discipline.

  • MS or MBA a plus.

  • 5+ years experience in managing customer focused programs from ideation, into execution, to effectiveness analytics

  • Experience with process analytical technology and software in multiple vertical industries.

Knowledge, Skills, Abilities

  • Strategic planning, tracking, and reporting expertise

  • Excellent facilitation, communication, and storytelling skills

  • Demonstrated experience in presenting and advocating for customers

  • Program Management track record in customer success or professional services teams

  • Comfortable travelling extensively to customer sites (70% travel).

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.