Technical Customer Experience Manager, Sequencing

About the role

This is an exciting time to join the Roche Support Network. If you are passionate about problem solving then this is the position for you!

Responsibilities

• Define and strategically lead cross-functional initiatives to enhance the end-to-end customer experience, ensuring alignment between customer interests and business objectives.
• Act as the primary liaison between technical teams (Support & Applications) and internal stakeholders (Sales, Digital Solutions, Commercial Project Management Office) to support successful customer implementations and capture critical service experience feedback for local and global teams.
• Efficiently manage and maintain visibility for key stakeholders regarding all customer implementation-related escalations.
• Ensure customer perspectives are clearly articulated and addressed by business leaders to drive continuous improvement in product and service delivery.
• Serve as the central point of contact for Sales and Marketing concerning all customer visits to the Wilmington, MA site, managing all logistics for post-sales training, product demonstrations, and customer evaluations, and ensuring clear expectation alignment.
• Lead / Co-Lead the development and delivery of essential customer-facing content for the Support organization, and coordinate internal training/onboarding programs in partnership with S&A team managers.
• Manage the dedicated budget for Roche-site customer training.
• Support tradeshow strategies and effectively communicate Sales and Marketing needs to the Support teams.
• There exists the potential to manage and mentor a small team as the program expands in the immediate years following product launch.
• Coordinate efforts for customer implementations, HyperCare activities, internal and external training events, ultimately liaising with Support functions and local and global business teams to ensure a high level of customer satisfaction and team readiness.

Requirements

• Bachelor's degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biology or Clinical Laboratory, or equivalent education and work.
• 3 years of experience in clinical laboratory, health environment or diagnostics industry.
• 1 year of previous management or supervisory experience, or demonstrated leadership skills.

Preferred Requirements

• MA or PhD in a relevant scientific field (e.g., Genomics, Molecular Biology) with 5+ years of relevant experience in Next-Generation Sequencing.
• 5+ years of experience in customer-facing roles, including direct engagement with customers including those in senior leadership roles.
• Proven track record of leading cross-functional teams and programs to optimize service delivery and enhance the customer experience.
• 3+ years of experience managing technical teams or complex projects within a global/local matrix environment.
• Strategic thinker with an enterprise mindset and the ability to influence stakeholders across departments and franchises.
• Exceptional communication and collaboration skills, with a demonstrated ability to empower experts and achieve results through partnership.