Sequencing CX Leader & Implementations Manager

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

Job summary

Roche Sequencing & Life Sciences is hiring a Technical Customer Experience Manager, Sequencing for its Support & Applications Team in Wilmington, MA. This on-site role blends technical leadership with customer-centric program management to shape customer visits, demonstrations, and post-sales training at the Wilmington site.

You will coordinate cross-functional initiatives, liaise with Sales, Digital Solutions, and PMO, and oversee training programs and budgets while potentially growing a small

Qualifications

• 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
• 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
• Experience in pre-sales customer support and partnering with Sales colleagues to assist customers adopting new technologies

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
• Limited travel (up to 20% of the time) in and outside of the Boston area to attend meetings with customers, participate in scientific conferences and attend training sessions

Skills

Leadership

Customer-facing experience

Cross-functional collaboration

Communication

Strategic thinking

Pre-sales support

Education

Bachelor's degree in Medical Technology/IT/CS/Chemistry/Biology or clinical laboratory

MA or PhD in Genomics/Molecular Biology (preferred)

Job description

Roche Sequencing & Life Sciences is hiring a Technical Customer Experience Manager, Sequencing for its Support & Applications Team in Wilmington, MA. This on-site role blends technical leadership with customer-centric program management to shape customer visits, demonstrations, and post-sales training at the Wilmington site.

You will coordinate cross-functional initiatives, liaise with Sales, Digital Solutions, and PMO, and oversee training programs and budgets while potentially growing a small