Technical Customer Experience Manager, Sequencing

About the role

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.

Requirements

• Bachelor's degree in Medical Technology, Information Technology, Computer Science, Chemistry, Biolog

Benefits

Additional Information

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 This is an exciting time to join the Roche Support Network. If you are passionate about problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment and treatment monitoring. Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience. 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 program management 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, while simultaneously building a team to support these efforts.

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