Strategic Account Service Manager EMEA in Remote, France

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

The Strategic Account Service Manager (SASM) is a key service role within the Instrument and Enterprise Services Division (IES) of Thermo Fisher Scientific. You will be responsible for identifying and pursuing new business opportunities, managing and developing key service accounts, and promoting our IES product portfolio to customers in various industries. An effective SASM maintains long-lasting customer relationships and works collaboratively and optimally to bring outstanding service support and customer experience, making it easier for our customers to do business with Thermo Fisher Scientific. The SASM is the primary point of contact and provides service expertise and helps drive all IES service activities within the account.

Key responsibilities:

Service Agility

• Identifies and prioritizes new client opportunities and develops solution implementation and growth strategies.

• Ability to develop strong relationships with customer accounts while engaging with buying influencers across their organization.

• Responsible for all elements of the service process from installations, corrective maintenance, preventative maintenance, client concerns, negotiating contract to customer relationship management.

• Uses data to develop and implement strategic service strategies to achieve optimal service level agreement delivery and revenue targets. Collaborate with cross functional teams to align service strategies with overall business objectives.

Drives Growth

• Expands current account penetration and share of wallet. Grows organically, broader, and deeper with all primary service products. Leverages cross-sell motions and activities.

• Manages direction for the Strategic Account; Develops service and sales strategies to meet plan and expand business within assigned Strategic Account; maintains pipeline of opportunities to maintain and grow service contract objectives.

• Uses internal service tools to effectively manage service tickets, client concerns, contract entitlements, parts delivery and communicate service activities in an accurate and timely manner.

• Maintains awareness of competitor and industry activity. Introduces new service offerings and strategies as available.

Leadership

• Leads collaboration and coordination with Corporate Account Managers, CMD Account Managers and IES Regional Service Leaders (as well as any other internal partner) to provide an elite customer service experience and to advance the accounts.

• Coordinates service business presentations, and when required, attends trade shows, user meetings and other customer events.

• Exchanges of Strategic Service Account information and Sales Leads within and across Thermo Fisher Scientific commercial divisions.

Minimum Requirements/Qualifications:

• Management experience in field service, account management or program management within analytical instrument markets

• Bachelor’s degree in Science, Engineering, Business, Operations, or related field.

• Strong market knowledge and professional network.

• Service and Commercial approach, strongly motivated by desire to win new business, with proven relentless pursuit to take competitive market share.

• Computer proficiency in MS Office, CRM.

• Ability to travel to customer locations up to 50% including overnight travel.

What’s in it for you?

• Performance bonus

• Learning and development opportunities with a highly successful, global business.

• Outstanding career and development prospects

• Company pension scheme and other fringe benefits

• Private Health Insurance

• Flexible wellbeing benefits and insurance discounts

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.