Customer Success Specialist

Job Description

The Position Role: Customer Success Specialist – Pathology Lab Function: Pathology Lab Reporting: Regional Manager – Sequencing Organization: Roche Diagnostics India & Neighboring Markets Location: Delhi The Opportunity The Customer Success Specialist – Pathology Lab is a field-based position that is responsible for providing pre-sales support, installation services, technical expertise, and training/education to new and existing customers (Pathology Labs, Sequencing Labs, Commercial sequencing providers). The primary role of this position is to collaborate with sales, support teams, and serve as the scientific/technical expert to help drive sales and provide support for customers. While some work may be performed remotely, this position requires approximately 50-70% travel (including overnight travel) to customer sites across India. Key Roles & Responsibilities:

• Provide expert knowledge of products/applications and consultative scientific support to sales, customers, support & applications teams, cross-functional resources, and other stakeholders
• Partner with sales in the field to provide customers with the scientific and product support necessary to accelerate the sales process
  • Pre-sales customer presentations/seminars
  • Experimental designs
  • Product evaluation and selection
  • Evaluation of IHC , ISH , IF ,DP , NGS methods and workflow optimization
  • Training and post-sale technical support
• Participate in scientific seminars and trade shows by providing technical presentations
• Provide installation and training support for IHC , ISH ,DP , NGS library preparation and target enrichment workflow for our customers
• Monitor technical trends and provide feedback on competitive landscape, conceptualization of product extensions, product positioning, and application development; share with Applications Manager and Product Managers
• Report on activities in the field on a regular basis to upper management

Who You Are You are a mid-career NGS and IHC technical professional who is enthusiastic, customer-focused, and people-oriented. You look forward to traveling and serving in a customer-facing role. You are approachable, skilled in communicating with sales, influencing customers, and translating technical language. You seek and are comfortable with autonomy and have a continuous improvement mindset. Minimum Qualifications

• Bachelor’s degree in Medical Technology, Bio-Technology, Chemistry, Biology or Clinical Laboratory or equivalent work experience
• 3 years of experience implementing, and evaluating complex laboratory, IT products, medical diagnostic equipment, reagents and/or systems
• Field implementation and training specialist experience or related experience
• Previous experience mentoring and/or training

Preferred Qualifications: Master or PhD degree in science Knowledge & Experience

• 3 years demonstrated experience applying Molecular Biology/Sequencing / IHC concepts, practices, and procedures
• 3 years’ experience in Sequencing and other genomics technologies
• IHC , ISH , NGS applications expertise, NGS data analysis, dPCR and qPCR-based analysis/applications
• Bioinformatics, Automated Liquid Handlers
• Ability to learn Roche solutions (i.e, molecular, life sciences, Digital Pathology , IT solutions) and stay current with industry trends

Transferable Skills

• Strong customer consultative skills which includes application of scientific knowledge and analysis, exceptional customer engagement, and fostering of customer relationships
• Strong interpersonal and organizational skills
• Strong written/verbal communication skills, presentation, and project management experience
• Can work as a field based individual contributor with independence and autonomy
• Demonstrated ability to coach and mentor junior staff and lead by example

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. For more than 60 years, Roche has been committed to making a difference to the lives of people in India. Roche Diagnostics India is the market leader in In-Vitro-Diagnostics, providing diagnostic testing for early detection, evaluation and monitoring of disease. On the product side, the organisation provides a wide range of diagnostic products for customers around distinct disease areas namely diabetes, virology, blood screening, womens health, microbiology, oncology and genomics. Roche is an Equal Opportunity Employer.