Enterprise Customer Support Leader

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Enterprise Customer Support Leader in the Roche Service Network (RSN) is a remote, field-based position of importance that is responsible for leading support orchestration efforts as a single point of contact of total solution support for Core Lab, Near Patient Care, Molecular and Pathology solutions across all needed functions in Roche Diagnostics for selected key customer accounts in the US.

By dedicating focus to assigned key customer accounts, you will ensure the success of customers of Roche Diagnostic solutions, as well as identify and lead in partnership with the impacted areas the resolution of any issues impeding customer success.

The purpose of this position is to maintain and grow the business, achieve financial goals, and ensure customer satisfaction. This role will influence and provide direction of cross-functional resources internally and externally, including RSN leaders, Sales leaders, customer contacts, third-party partners and any other stakeholders needed to ensure value delivered results in expected customer experiences and resulting satisfaction goals.

This position will challenge you to demonstrate decision making, leadership, and planning skills focused on the efficient and effective use of resources and processes as it relates to the customer support experience. You will also support the identification, scoping, management, and execution of process effectiveness-related initiatives that will contribute to increased commercial readiness, on-time execution and value-add to Roche customers. This position will report directly to the Senior Director of Enterprise Customer Support, or directly to the Director of Large Reference Labs & Strategic Enterprise Support based on customer alignment, in the Roche Support Network.

To be successful in this role, you will need broad knowledge of our Roche Diagnostic solutions, understanding of RSN's functions, processes and approach, and the ability to communicate and influence stakeholders ranging from C-suite to individual contributors throughout Roche as well as customers and third-party partners.

KEY RESPONSIBILITIES

• Orchestrates activities across Roche functional boundaries to ensure achievement of customer outcomes.

• Partners with the RSN Senior Service Directors, commercial leadership teams to prioritize key customer accounts, define the engagement model, communicate progress, align on approaches, ensure resolution of issues and co-create customer roadmaps.

• Coordinates with appropriate Roche teams, both within and outside of RSN, for each of the business units for a comprehensive view of each aspect of the customer journey for assigned key accounts.

• Collaborates with product experts to understand product lifecycle and capabilities, escalations status and progress, and product quality and improvements.

• Creates and maintains internal and customer facing reporting of the overall health of the customer support experience.

WHO YOU ARE

Minimum Requirements

• Bachelor's degree

• 3 progressive experience in a relevant discipline, including knowledge/experience in Diagnostics, Medical Device, Life Sciences, or related industry

• 1 year experience in a formal leadership role at least at a Manager level, with experience leading cross-functional teams that include members outside of the direct reporting chain.

Preferences

• Bachelor's or Master's degree in a technical or scientific discipline, such as engineering, finance, or economics

• Former experience in a Sales/Support/Marketing or other role that included understanding of core lab, point-of-care, molecular, and/or pathology products and implementations

• Experience managing internal and external stakeholders at all levels, including the executive level

• Executive presence and executive stakeholder management experience; able to navigate difficult conversations/situations

• Leadership skills including strategic development and agility, stakeholder influence and management, team building/mobilization, defining issues, problem solving, conflict resolution, and negotiation

• Strong communication and collaboration skills including negotiation, influence, and presentation skills

• Strong leadership skills in coordinating complex work across multidisciplinary teams

• Ability to make/execute authoritative data driven decisions and account for results

• Broad business acumen with ability to review and analyze financial information

• Management of complex projects with ambitious milestones in high-pressure circumstances

• Strong business-to-business process knowledge in a laboratory/clinical setting, specifically customer-facing experience with an understanding of internal workings at Roche

ADDITIONAL INFORMATION

• Relocation benefits are not provided with this position.

• A company car is not provided with this position.

• This is a remote, field-based position.

• 25% travel expectation based on customer needs

The expected salary range for this position based on the primary location of Indianapolis is 124,400.00/yr to 231,000.00/yr. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.