PerkinElmer OneSource optimizes laboratory efficiency allowing our customers to focus on meeting their scientific and business objectives. OneSource leverages deep scientific knowledge and technical expertise in the development of the most comprehensive suite of scientific laboratory services from instrument maintenance and enterprise solutions to scientific consulting services and laboratory IT services.
PerkinElmer is seeking a talented Customer Success Manager to join its growing organization and manage the overall relationship with key PerkinElmer OneSource clients. The Customer Success Manager is tasked with ensuring the business execution of the customer’s expectations. The Customer Success Manager will also develop a deep knowledge of the customer’s needs in order to identify business strategies that provide the customer with additional scientific and business efficiencies within the laboratory workflow.
Responsibilities:
Ensure overall success between PerkinElmer OneSource and assigned key clients that delivers year over year revenue growth, profitability targets, quality service delivery, and customer satisfaction
Develop and execute defined account strategy and track metrics associated with this strategic approach
Build positive and productive relationships at all levels of the client organization
Identify customer needs and provide consultative approach to addressing those needs via bold and disruptive ideas to position PerkinElmer OneSource Services as solutions
Define and implement a client satisfaction and retention strategy
Own conflict resolution from start to finish
Provide content support and delivery support of periodic business reviews with the client
Assess potential business risks and develop mitigation plans
Track service metrics and financials
Coordinate internal technical resources to drive discussion of new services with client
Manage P&L for assigned accounts in collaboration with Service Leader
Drive compliance of MSA and SOW by client and PerkinElmer
Guide staff on account management best practices
Job Requirements :
Bachelor of Science Degree or equivalent in Science, Engineering, or related discipline.
Minimum of 10 years of experience in a client facing role or account leadership role for a Life Sciences professional services or management consulting firm
Experience managing Executive level client relationships
Experience with service delivery within the Life Sciences industry
Highly skilled written and verbal communication
Detail-oriented and able to manage and maintain all facets of complex assignments
Strong financial acumen related to pharmaceutical laboratory operations
Established history of building innovative, successful client partnerships
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Perkinelmer, Inc. is a provider of technology, services and solutions to the diagnostics, academic research, environmental monitoring and…
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