Customer Success Manager - Semiconductor

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Are you ready to take on an exciting and rewarding challenge? As a Customer Success Manager - Semiconductor Vertical at Thermo Fisher Scientific Inc., you will have the opportunity to make a significant impact in high tech/capital intensive industries. Join our elite team and help our customers optimize their workflow and achieve their research goals.

Location/Division Specific Information:

Join our Materials and Structural Analysis Electron Microscopy business, where we enable customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase efficiency, and ultimately change the world. We design, manufacture, and support the broadest range of high-performance microscopy equipment and inherent workflows that provide images and answers in the micro-, nano-, and picometer scales. Position is ideally based in the San Francisco Bay Area (Silicon Valley).

The Mission:

Your goal will be to help our customers be successful. Working closely with colleagues from cross-functional support teams, you will deliver outstanding post-sales support and help to remove barriers to customers success.

The Position:

In this role, you will build positive relationships with customers by providing excellent customer services. You will collaborate with Sales, Applications, and R&D to create tailored onboarding plans for each customer, considering their experience level and needs. Monitoring customer progress to adopting our solutions, you will act as an internal advocate to connect customers with the resources they need to effectively support their operations with our high-end systems.

Responsibilities:

• Leverage customer intake meetings to set expectations, decide on success criteria, and understand individual customer needs

• Engage with customer's equipment and process representatives and develop relationships with customer's lab leadership and key users

• Work with sales, service, IT, and service innovation teams to ensure smooth installation, training, and technology adoption

• Supervise and track customer progress from point of sale through installation and training and beyond

• Serve as a single point of contact for customer concerns related to our microcopy tools and workflows

• Hold regular customer update meetings (monthly, quarterly) using data / important metrics from our digital products

• Identify processes, infrastructure, and/or product changes and/or offerings that could improve customer experience

• Up to 30% travel required, primarily within North America West Region

Minimum Qualifications:

• Equivalent experience in high-tech/capital intensive industries or an advanced degree (M.S./Ph.D.) in Electrical/Electronic Engineering

• Five years of customer service/advocacy experience, preferably in high-tech or semiconductor device manufacturing

• Excellent teammate who can also work independently

• Strong communication and interpersonal skills

Preferred Qualifications:

• Experience in technical or application aspects of Electron Microscopy

• Confident and driven

• Project management experience

Compensation and Benefits
The salary range estimated for this position based in Oregon is $107,000.00-$159,575.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards