Customer Success Specialist (Pathology & Sequencing Labs)

Roche; Delhi; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Roche, a global leader in diagnostics, seeks a Customer Success Specialist – Pathology Lab to support pre-sales, installation, and training across India. The role requires strong IHC/NGS know‑how and frequent travel to customer sites to enable science‑driven sales and service excellence.

The ideal candidate has 5+ years in laboratory tech applications, with a passion for teaching, field support, and cross-functional teamwork. Some remote work is possible with 50–70% travel across India.

Qualifications

• Bachelor’s degree in Medical Technology, Bio-Technology, Chemistry, Biology or Clinical Laboratory or equivalent work experience.
• 5 years of experience implementing, and evaluating complex laboratory, IT products, medical diagnostic equipment, reagents and/or systems.
• Field implementation and training specialist experience or related experience.
• Previous experience mentoring and/or training.

Responsibilities

• Provide expert knowledge of products/applications and consultative scientific support to sales, customers, support & applications teams, cross-functional resources, and other stakeholders.
• Partner with sales in the field to provide customers with the scientific and product support necessary to accelerate the sales process.
• Pre-sales customer presentations/seminars
• Experimental designs
• Product evaluation and selection
• Evaluation of IHC, ISH, IF, DP, NGS methods and workflow optimization
• Training and post-sale technical support
• Participate in scientific seminars and trade shows by providing technical presentations
• Provide installation and training support for IHC, ISH, DP, NGS library preparation and target enrichment workflow for our customers
• Monitor technical trends and provide feedback on competitive landscape, conceptualization of product extensions, product positioning, and application development; share with Applications Manager and Product Managers
• Report on activities in the field on a regular basis to upper management

Skills

IHC/NGS experience

Pre-sales support

Field-based work

Training & education

Technical communication

Education

Bachelor’s degree in Medical Technology

Master or PhD in science

Tools

IHC/ISH/NGS workflows

NGS library prep

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Opportunity

The Customer Success Specialist – Pathology Lab is a field-based position that is responsible for providing pre-sales support, installation services, technical expertise, and training/education to new and existing customers (Pathology Labs, Sequencing Labs, Commercial sequencing providers). The primary role of this position is to collaborate with sales, support teams, and serve as the scientific/technical expert to help drive sales and provide support for customers. While some work may be performed remotely, this position requires approximately 50-70% travel (including overnight travel) to customer sites across India.

Key Roles & Responsibilities:

• Provide expert knowledge of products/applications and consultative scientific support to sales, customers, support & applications teams, cross-functional resources, and other stakeholders
• Partner with sales in the field to provide customers with the scientific and product support necessary to accelerate the sales process
• Pre-sales customer presentations/seminars
• Experimental designs
• Product evaluation and selection
• Evaluation of IHC , ISH , IF ,DP , NGS methods and workflow optimization
• Training and post-sale technical support
• Participate in scientific seminars and trade shows by providing technical presentations
• Provide installation and training support for IHC , ISH ,DP , NGS library preparation and target enrichment workflow for our customers
• Monitor technical trends and provide feedback on competitive landscape, conceptualization of product extensions, product positioning, and application development; share with Applications Manager and Product Managers
• Report on activities in the field on a regular basis to upper management

Who You Are

You are a mid-career IHC and NGS technical professional who is enthusiastic, customer-focused, and people-oriented. You look forward to traveling and serving in a customer-facing role. You are approachable, skilled in communicating with sales, influencing customers, and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset.

Minimum Qualifications

• Bachelor’s degree in Medical Technology, Bio-Technology, Chemistry, Biology or Clinical Laboratory or equivalent work experience
• 5 years of experience implementing, and evaluating complex laboratory, IT products, medical diagnostic equipment, reagents and/or systems
• Field implementation and training specialist experience or related experience
• Previous experience mentoring and/or training

Preferred Qualifications

Master or PhD degree in science

Knowledge & Experience

• 5+ years demonstrated experience applying IHC concepts / Molecular Biology/ Sequencing /, practices, and procedures
• 3+ years’ experience in Sequencing and other genomics technologies
• IHC, ISH, NGS applications expertise, NGS data analysis/applications
• Bioinformatics, Automated Liquid Handlers
• Ability to learn Roche solutions (i.e., molecular, life sciences, Digital Pathology, IT solutions) and stay current with industry trends

Transferable Skills

• Strong customer consultative skills which includes application of scientific knowledge and analysis, exceptional customer engagement, and fostering of customer relationships
• Strong interpersonal and organizational skills
• Strong written/verbal communication skills, presentation, and project management experience
• Can work as a field based individual contributor with independence and autonomy
• Demonstrated ability to coach and mentor junior staff and lead by example

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.