Customer Success Manager, Instrument and Equipment Services – NAM

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of $32 billion and more than 52,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

Division Summary

Launched in 2011 to enhance customer productivity, Unity Lab Services is one of Thermo Fisher Scientific’s five premier brands.  We provide a single source for integrated lab service, support and supply management.  IES (the internal acronym standing for Instrument and Enterprise Services Division) encompasses over 3600 global service professionals with the broadest service portfolio in the market coupled with access to a deep bench of domain expertise. 

Position Summary

The Customer Success Manager is a Inside Sales role focused on selling service products such as warranty extensions, maintenance and service contracts, and qualifications. This role involves building strong customer relationships, recognizing market trends, and collaborating with internal and external partners to increase market share and achieve financial goals.

The Customer Success Manager is responsible for:

• Inside Sales Activities: Focus on selling service products such as warranty extensions, maintenance and service contracts, and qualifications. Implement promotional and sales actions.

• Customer Support: Provide intensive support to assigned customers in collaboration Service Contract Specialists (new business team) and Service leaders. As needed, visit customers for contract negotiations within the assigned region, with a readiness to travel 10-25%.

• Contract Renewals: Ensure timely contract renewals, including tracking deadlines, developing proposal, and following up to maintain and grow existing business.

• Customer Acquisition and Consulting: Actively acquire and consult with existing and new customers for the sale of service products.

• Sales Reporting: As required, prepare sales reports, statistics, and forecast summarys.

• System Utilization: Use SAP, Cloud for Service (C4S), and Salesforce (SFDC) systems for quote creation, edits and logging sales activities.

• Relationship Building: Build and maintain close and long-term business relationships through meetings, phone, and email contacts to communicate product and service information and capture strategic information.

• Financial Goals: Ensure the achievement of annual and quarterly financial goals by identifying, developing, and proactively pursuing relevant leads.

Minimum Requirement/Qualifications:

• Education: Bachelor’s degree in Business, Science, Finance or equivalent work experience preferred.  

• Sales Skills: 3-+yrs of sales experience with proven ability to qualify opportunities, and close deals. Capable of prioritizing, being effective, and strong negotiation skills. Prior experience in similar roles (sales, tele-sales, sales administration) in a corporate/matrix organization is preferred.

• Communication Skills: Excellent oral and written communication skills, with the ability to navigate different hierarchical levels and positions authoritatively.

• Organizational Skills: High level of organizational skills and self-discipline to optimize time management and efficiency in daily activities.

• Personal Attributes: High self-motivation, team spirit, flexibility, and a positive demeanor.

• Industry Knowledge: Knowledge in the field of instrumental analytics/life sciences.

• IT Skills: Excellent IT skills, including MS Office, SAP ERP, and CRM systems.

• Travel: Ability to travel to customer locations up to 25%; includes overnight travel

• Values: Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement

At Thermo Fisher Scientific, each one of our 75,000 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.

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.