Technical Customer Experience Manager, Sequencing

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

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

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing to join its Support & Applications Team in Wilmington, MA. This highly-experienced individual will leverage a blend of technical expertise, customer-centricity, and strong leadership skills to drive impactful customer engagements on behalf of the Sequencing Support organization. This individual will help shape and facilitate customer visits to the Wilmington site for product demonstrations, showcasing the product portfolio, including KAPA DNA and RNA Library Prep chemistries and Roche’s groundbreaking Sequencing by Expansion (SBX) technology on the AXELIOS 1 System.

The successful candidate will coordinate feasibility studies and proof-of-concept experiments while serving as a vital conduit for customer feedback between local and global stakeholders. In addition, the Customer Experience Manager will play a critical role in orchestrating efforts for customer implementations, HyperCare activities, internal and external training events, ultimately liaising with Support functions and local and global business teams to ensure a high level of customer satisfaction and team readiness. As the program grows, this individual will continue to enable and influence other Support Leaders, with potential to simultaneously build a team to support these efforts.

The Opportunity

This on-site position is located in Wilmington, MA. The successful candidate will report to the Director of Support & Applications and have responsibilities that include, but are not limited to:

• Strategic Customer Experience Leadership: Define and strategically lead cross-functional initiatives to enhance the end-to-end customer experience, ensuring alignment between customer interests and business objectives
• Implementation and Feedback Conduit: 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
• Escalation Management: Efficiently manage and maintain visibility for key stakeholders regarding all customer implementation-related escalations
• Stakeholder Advocacy: Ensure customer perspectives are clearly articulated and addressed by business leaders to drive continuous improvement in product and service delivery
• Wilmington Site Program Management: 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
• Content and Training Leadership: 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
• Budget and Resource Oversight: Manage the dedicated budget for Roche-site customer training
• Commercial Support & Influence: Support tradeshow strategies and effectively communicate Sales and Marketing needs to the Support teams
• Team Development: There exists the potential to manage and mentor a small team as the program expands in the immediate years following product launch
• Travel: 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

Who You Are

• 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

Preferred Requirements

• 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

Additional Information

• Location: This position is based at our Wilmington MA Office
• Relocation benefits are not provided with this job posting
• Company car is not provided with this job posting

The expected salary range for this position based on the primary location of Wilmington is $131,100 - $243,500. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.