Overview In this role you drive strategic, cross-functional initiatives to elevate the end-to-end customer experience for sequencing products at Roche. You will liaison between technical teams and stakeholders to enable successful implementations, lead customer-facing content and training, and oversee site visits and demonstrations. You'll influence programs, manage escalations, and potentially build a small team, all to ensure high customer satisfaction and readiness in a fast-evolving sequencing portfolio.
Compensation / Benefits- discretionary annual bonus
- benefits package (details via link)
Responsibilities- Define and lead cross-functional initiatives to enhance end-to-end customer experience
- Act as primary liaison between technical teams and internal stakeholders to support implementations and capture feedback
- Manage escalations for customer implementations
- Advocate for customer perspectives with business leaders to drive improvement
- Coordinate site visits for customer training, product demonstrations, and evaluations at Wilmington site
- Lead/Co-Lead development and delivery of customer-facing content and internal training programs
- Oversee budget for Roche-site customer training
- Support tradeshow strategies and align Sales/Marketing needs with Support teams
- Potentially mentor a small team as the program grows
- Travel up to 20% to meet customers, conferences, and training
Key requirements- Bachelor's degree in cited scientific/tech fields or equivalent education/work experience
- 3 years of experience in clinical laboratory, health environment, or diagnostics
- 1 year of management or demonstrable leadership experience
- strong cross-functional collaboration and program management Skills
- excellent communication and stakeholder management abilities
- experience with customer-facing roles and senior leadership engagement
- experience with complex projects in global/local matrix environments
- strong communication
- leadership
- stakeholder management
- experience with sequencing technologies or molecular biology context
- customer-facing program management
- pre-sales support experience
