Customer Success Manager - Roche Information Solutions (RIS)

Who We Are

At Roche, we are passionate about transforming patients' lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.

The Opportunity

As an RIS Customer Success Manager, you will be responsible for engaging with a portfolio of customers post-implementation to ensure that they are successful in adopting and using our products. You will be focused on effectively onboarding your customers, driving strong adoption from the onset, and maximizing customer satisfaction, growth and retention. This requires a deep understanding of each customer's use cases and desired outcomes. You act as the voice of the customer internally, advocating for your customers by bringing back feedback from the field to our product and engineering teams. You will work in tandem with our Roche colleagues to provide a seamless customer experience. The Customer Success Manager develops relationships with a wide range of stakeholders within the customer environment, both technical and commercial. As a trusted adviser and coach to the customer, you continuously articulate value and support your customers with achieving their desired outcomes.

Job Facts

• Manage a portfolio of key customers through strong relationship-building, stakeholder engagement, and proactive communication
• Work consistently and proactively to drive user adoption across the organization.
• Closely monitor success metrics and conduct regular business reviews with Roche affiliates and customers to discuss strategic initiatives and align with each customer's success criteria.
• Use excellent communication skills to disseminate best practices and product updates.
• Serve as an advocate for your customers in driving the improvement and evolution of the RIS products and services by bringing thoughtful feedback back to the team.
• Be a trusted advisor for your customers, based on a strong product and industry knowledge.
• Establish and build strong customer relationships over time that allow for continuity and ongoing partnership, as well as building a catalog of reference customers
• Build relationships and partner closely with our Roche counterparts in each country and region to align with their customer account management approach
• Drive growth and retention of accounts through a deep understanding of your customers' use cases
• Identify risks within customer accounts and drive internal action plans to eliminate those risks.
• Collaborate and communicate effectively with cross-functional internal teams, including sales, service delivery, marketing, support, and product management
• Serve as an ambassador in all customer interactions, maintaining the highest level of professionalism and service.

Who You Are

We are looking for a Customer Success Manager who has a proven track record of successfully managing a portfolio of accounts, from training and throughout the customer lifecycle, with a history of exceeding customer expectations. In addition to:

• Outstanding communication, time management and organizational skills with strong attention to detail
• Positive, self-starter attitude; can work independently with little direction when necessary
• Experience working with software applications
• Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
• Team player with strong collaborative skills
• Ability to adapt style and approach depending on audience
• Confidence in working with stakeholders at all levels of an organization
• Data-focused approach to continuously drive additional efficiency
• Problem solver who takes initiative to build new approaches to their work

Moreover, you bring:

• Bachelor's degree required, preferably in business administration, Clinical Background or a technical discipline
• 2+ years of experience in Customer Success, Account Management, or related customer-facing positions
• Deep understanding of software and laboratory operations in one or more of the following roles: account management, software consulting, project management
• SaaS experience a plus
• Solid knowledge in healthcare business intelligence, enterprise analytics, enterprise performance management
• Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals
• Solid knowledge of healthcare and experience interacting with Hospital Information Systems
• Periodic travel is required.

Mindset
You will be expected to demonstrate the We@RD dimensions and help evolve the functions culture beliefs and bring We@RocheDiagnostics to life, as part of the TransformD journey. The dimensions are:

• We are passionate about our customers and patients
• We radically simplify
• We trust, collaborate & have fun
• We ALL lead
• We experiment & learn

Are you ready to apply? We want someone who thinks beyond the job offered - someone who knows that this position can be a unique opportunity to shape the future of Diagnostics.

Locations

The Customer Service Manager role is focused on the West Coast - no specific state requirements. This is a work-from-home field position.

At the Company's discretion, an exception to the location requirement could be made under extraordinary circumstances.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Unless entitled to a reasonable accommodation under applicable law, employees are required to be fully vaccinated against COVID-19 in accordance with customer requirements, the company's health and safety obligations and/or applicable law or guidelines.

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.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at [email protected].

Job Level:
Manager without direct reports