Sequencing Customer Experience Lead

Roche; Wilmington (MA); On-site; USD 131,000 - 244,000; Full time

Job summary

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing, to lead customer engagements at the Wilmington, MA site. You will coordinate visits, facilitate product demos including KAPA DNA/RNA library prep and SBX technology on AXELIOS 1, and drive high customer satisfaction with global teams.

You will shape training, implement feedback loops, and oversee budget while potentially growing a small team and traveling up to 20%.

Qualifications

• Bachelor’s degree or higher in a relevant field or equivalent education/experience.
• 3 years of experience in clinical laboratory, health environment or diagnostics industry.
• 1 year of previous management or supervisory experience or demonstrated leadership skills.

Responsibilities

• Define and strategically lead cross-functional initiatives to enhance the end-to-end customer experience.
• Act as the primary liaison between technical teams and internal stakeholders to support customer implementations and capture feedback.
• 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 improvement.
• Serve as central point of contact for Sales/Marketing concerning all customer visits to the Wilmington, MA site, and manage training logistics.
• Lead development and delivery of customer-facing content and coordinate internal training programs.
• Manage the dedicated budget for Roche-site customer training.
• Support tradeshow strategies and communicate Sales/Marketing needs to Support teams.
• Potential to mentor a small team as the program expands.
• Travel up to 20% to attend meetings, conferences and training.

Skills

Leadership

Customer engagement

Cross-functional teamwork

Communication

Education

Bachelor’s degree or higher

Job description

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing, to lead customer engagements at the Wilmington, MA site. You will coordinate visits, facilitate product demos including KAPA DNA/RNA library prep and SBX technology on AXELIOS 1, and drive high customer satisfaction with global teams.

You will shape training, implement feedback loops, and oversee budget while potentially growing a small team and traveling up to 20%.