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EMEA Strategic Account Services Leader

hace 3 meses

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The Strategic Account Services Manager (SASM) plays a pivotal role within the Instrument and Enterprise Services Division (IES) at Thermo Fisher Scientific. This position entails identifying and pursuing new business avenues, managing and nurturing essential service accounts, and advocating for our IES product offerings across diverse sectors. A successful SASM fosters enduring customer relationships and collaborates effectively to deliver exceptional service support and customer satisfaction, simplifying the process for clients to engage with Thermo Fisher Scientific.

Core Responsibilities:

Service Agility

  • Identify and prioritize new client prospects while formulating implementation and growth strategies.
  • Establish robust relationships with customer accounts, engaging with key decision-makers throughout their organization.
  • Oversee all facets of the service process, including installations, maintenance, client inquiries, contract negotiations, and relationship management.
  • Utilize data to craft and execute strategic service initiatives aimed at achieving optimal service level agreements and revenue goals. Collaborate with cross-functional teams to align service strategies with overarching business objectives.

Driving Growth

  • Enhance current account engagement and share of wallet, fostering organic growth across all primary service products. Leverage cross-selling opportunities.
  • Steer the direction for the Strategic Account; develop service and sales strategies to meet objectives and expand business within the assigned account; maintain a pipeline of opportunities to achieve service contract goals.
  • Employ internal service tools to effectively manage service requests, client issues, contract entitlements, parts delivery, and communicate service activities promptly and accurately.
  • Stay informed about competitor and industry trends. Introduce new service offerings and strategies as they become available.

Leadership

  • Facilitate collaboration and coordination with Corporate Account Managers, CMD Account Managers, and IES Regional Service Leaders, as well as other internal partners, to deliver an exceptional customer service experience and advance account objectives.
  • Coordinate service business presentations and, when necessary, participate in trade shows, user meetings, and other customer events.
  • Share Strategic Service Account information and Sales Leads across Thermo Fisher Scientific's commercial divisions.

Minimum Qualifications:

  • Experience in management roles within field service, account management, or program management in analytical instrument markets.
  • Bachelor's degree in Science, Engineering, Business, Operations, or a related discipline.
  • Strong market insight and professional network.
  • A service-oriented and commercial mindset, driven by a desire to secure new business and capture competitive market share.
  • Proficiency in MS Office and CRM software.
  • Willingness to travel to customer locations up to 50%, including overnight stays.

Benefits:

  • Performance-based bonuses.
  • Opportunities for learning and development within a globally recognized business.
  • Exceptional career advancement prospects.
  • Company pension scheme and additional benefits.
  • Private health insurance.
  • Flexible wellbeing benefits and insurance discounts.