EMEA Strategic Account Services Manager

hace 4 semanas

Barcelona, Barcelona, España Thermo Fisher Scientific A tiempo completo

The EMEA Strategic Account Services Manager plays a pivotal role within the Instrument and Enterprise Services Division (IES) at Thermo Fisher Scientific. This position is focused on recognizing and pursuing new business avenues, nurturing and enhancing vital service accounts, and advocating for our IES product offerings across diverse sectors. A successful manager in this role fosters enduring customer relationships and collaborates effectively to deliver exceptional service support and customer satisfaction, simplifying the business interactions for our clients with Thermo Fisher Scientific.

Core Responsibilities:

Service Efficiency

Identify and prioritize potential client opportunities while formulating solution implementation and growth strategies. Cultivate robust relationships with customer accounts, engaging with key decision-makers throughout their organization. Oversee all aspects of the service process, including installations, corrective and preventative maintenance, addressing client concerns, negotiating contracts, and managing customer relationships. Utilize data analytics to devise and execute strategic service initiatives aimed at achieving optimal service level agreement fulfillment and revenue objectives. Collaborate with cross-functional teams to align service strategies with overarching business goals.

Promotes Growth

Enhance current account engagement and share of wallet. Drive organic growth across all primary service products, leveraging cross-selling strategies. Direct the strategy for the Strategic Account; formulate service and sales tactics to meet objectives and expand business within assigned accounts; maintain a pipeline of opportunities to achieve service contract goals. Employ internal service management tools to efficiently handle service requests, client issues, contract entitlements, parts delivery, and communicate service activities promptly and accurately. Stay informed about competitor and industry developments. Introduce new service offerings and strategies as they become available.

Leadership Responsibilities

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

Minimum Qualifications:

Experience in management roles related to field service, account management, or program management within analytical instrument sectors. Bachelor's degree in Science, Engineering, Business, Operations, or a related discipline. Strong market acumen and professional network. Service-oriented and commercial mindset, driven by a strong desire to capture new business and increase competitive market share. Proficiency in MS Office and CRM systems. 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. Excellent career advancement prospects. Company pension plan and additional benefits. Private health insurance. Flexible wellness benefits and insurance discounts.

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