Technical Customer Experience Manager, Sequencing

Technical Customer Experience Manager, Sequencing

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager to join its Support & Applications Team. This role leverages technical expertise, customer-centricity, and program management to drive impactful customer engagements. The manager will facilitate customer visits for product demonstrations, coordinate feasibility studies, and serve as a conduit for customer feedback between local and global stakeholders. Key responsibilities include orchestrating customer implementations, managing escalations, leading training initiatives, and overseeing site-specific programs. As the program grows, the role involves building and mentoring a team to support these efforts.

Responsibilities

• Define and lead cross-functional initiatives to enhance the end-to-end customer experience.
• Act as the primary liaison between technical teams and internal stakeholders to support implementations.
• Manage and maintain visibility for customer implementation-related escalations.
• Serve as the central point of contact for customer visits, managing logistics for training and product evaluations.
• Lead the development of customer-facing content and coordinate internal training programs.
• Manage the dedicated budget for site-based customer training.
• Support tradeshow strategies and communicate marketing needs to support teams.

Requirements

• Bachelor's degree in Medical Technology, IT, Computer Science, Chemistry, Biology, or a related field.
• 3 years of experience in a clinical laboratory, health environment, or diagnostics industry.
• 1 year of management or supervisory experience, or demonstrated leadership skills.
• Ability to travel up to 20% of the time.

Preferred Qualifications

• MA or PhD in a relevant scientific field with 5+ years of experience in Next-Generation Sequencing.
• 5+ years of experience in customer-facing roles.
• Proven track record of leading cross-functional teams and complex projects.
• Strategic mindset with the ability to influence stakeholders across departments.