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Job ID :
51368BR
Location :
US - Wisconsin - Remote / Field
:
Job Description
The Corporate Accounts Customer Experience Operations Manager position will work closely with the Global Bio Pharmaceutical Corporate Account Team to ensure the scope and direction of a simplified approach of doing business with Thermo Fisher Scientific. The Corporate Accounts Customer Experience Operations Manger will work enterprise wide across various Thermo Fisher Scientific businesses and functional areas.

This Individual will have overall responsibility for the successful initiation, planning, design, execution, monitoring, and controlling various operational programs and projects for a select few Strategic Accounts.

The ideal candidate will have strong business acumen, combined with excellent project management and analytical skills with a strong bias towards action. Strong process orientation and the ability to influence team members in a cross functional environment are also required.

Key Responsibilities:
  • Responsible for the successful initiation, planning, design, execution, monitoring, and controlling of various customer experience operational functions
  • Global Contract Training/Management
  • Customer Scorecard and Metrics Improvement Projects
  • Centralized RFP Process
  • Cost Optimization Initiatives
  • Customer driven Strategic Projects and Scientific Collaborations

Global Contract Training Management
  • Organize and Maintain all training materials and programs related to Global Contracts.
  • Maintain/Update the Global Contract Schedules.
  • Act as liaison to divisions and request, where needed, updated training to ensure relevance; implement and track.
  • Serve as training specialist for the Roche Global Contract with the Thermo businesses.

Customer Scorecard Performance and Metrics.
  • Analysis of Data
  • Involvement in monitoring businesses creation and implementation plans for continuous improvement.
  • Reporting/Dashboards quarterly customer updates.

Centralized RFP Process

  • Develop process to ensure Thermo Fisher Scientific Responses are consistent and thorough
  • Develop a process to ensure Thermo Fisher Scientific get access to all RFP’s
  • Central process between companies to optimize collaborations / opportunities
  • Act as liaison to divisions and request, where needed, updated training to ensure relevance; implement and track.

Cost Optimization
  • Monitor and Track divisions projects to ensure compliance
Customer driven Strategic Projects and Scientific Collaborations
  • Oversight of project timelines and commitments ensure expectations can be achieved
  • Identify areas of risk or drift in project scope

Minimum Requirements and Qualifications:
  • Bachelor’s degree in business or science required, MBA prefered
  • 2+ years financial, sales or sales analysis/operations experience
  • Technical experience in the following areas is required:
    • Microsoft Excel and Access skills required
    • Powerpoint skills required
    • Exposure to Thermo Fisher Scientific Product Knowledge
  • Process orientation with strong attention to detail is required
  • Demonstrated analytical and problem solving skills
  • Ability to correlate results from data analysis to sales processes and drive continuous improvement
  • Demonstrated ability to influence co-workers from multiple departments and to communicate with sales executives
  • Strong self direction and initiative; willingness to take complete ownership over specific activities
  • Good oral and written communication skills
  • Experience working with sales desired

Job Requirements:
  • Domestic travel up 10% to 15% of the time



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.
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