Customer Success Manager (Electron Microscopy)

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Job Description

When you are part of the team at Thermo Fisher Scientific, you’ll do important work, like helping our customers find cures for cancer, protect the environment, or make sure our food is safe. Your work will have impact and you’ll be supported in achieving your career goals.

Location/Division Specific Information

You will be a part of the Global Customer Experience team within the Semiconductor Analysis Division (MSD) of Thermo Fisher Scientific.

The Materials and Structural Analysis Electron Microscopy business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase efficiency, and ultimately change the world.

How will you make an impact?

The Customer Experience team supports customers throughout their entire experience with a focus on accelerating the customer’s success factors by providing sustainable solutions, throughout the complete customer journey.

The Position

As a result of our growing Value Add Services business, we are looking for a Customer Success Manager (CSM), to support the delivery of our Value-Add Services. The CSM will work closely with Sales, Applications, and R&D to create a tailored onboarding and delivery plan for each customer. CSM will monitor customer progress and act as an internal advocate removing barriers and find solutions supporting the customer to meet their goals and reach business outcomes, enhancing the customer experience.

Responsibilities:

• Develop positive relationships with customers by providing excellent customer service.
• Leverage customer onboarding meetings to set customer expectations, decide on success criteria, and understand individual customer needs.
• Work closely with the service and applications teams to ensure a smooth installation and training process.
• Work closely with sales, IT, and other departments to connect the customer with needed information and resources.
• Monitor and track customer progress starting at point of sale, through installation and training, and beyond.
• Serve as a single point of contact for customer concerns and as such an internal advocate for customer needs.
• Identify processes, infrastructure, and/or product changes and/or offerings that could be adjusted to improve customer experience.

Minimum Qualifications:

• Bachelor's degree or higher in Materials Science, Engineering, Physics, Biological Sciences, or a related field; M.S. or Ph.D. preferred.
• Minimum 8 years of relevant experience in the semiconductor, electron microscopy, or advanced scientific instrumentation industry.
• Experience interacting with customers, service engineers, product marketing managers, and R&D in an advanced technology role.
• Excellent teammate that can also work independently.
• Strong communication and inter-cultural skills.
• Willingness to travel internationally on an occasional basis (up to 20%).

Preferred Qualifications:

• Experience with advanced Electron Microscopy solutions (e.g., TEM, SEM, Cryo-EM) in academia or industry.
• Comfortable working independently and leading customer relationships.
• Project management experience.