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Customer Success Manager, Emprove(R) Program

 

A career with MilliporeSigma is an ongoing journey of discovery: our 58,000 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. MilliporeSigma is a business of Merck KGaA, Darmstadt, Germany.    

 

Your Role:

As a “Customer Success Manager” within the Emprove® Team you will own the marketing-led sales responsibility of our Emprove® Suite (which includes our Cloud Portal) and ensure our customers are effectively adopting and optimizing the subscription service to achieve the best outcomes.

 

To be successful, you will become the Subject-Matter-Expert (SME) of the ins and outs of the service to properly educate internal and external customers and communicate effectively with a variety of key stakeholders. As a result, you will develop and implement the policies, business practices, marketing & communication tactics from quote-to-cash, including subscription renewal and customer conversions, to establish a level of quality customer service for the Emprove® Suite, as well as other digital products, that increases adoption and exceeds customers' expectations.

 

Your Role:

In this highly visible and collaborative role, you will need to develop and implement:

  • Pre-sales discussion templates, marketing content, sales support tools and agreements
  • Business processes and communication templates to support the engagement lifecycle and customer journey (digital SKU administration, sales incentives and compensation, eCommerce/eBusiness, web content, virtual user groups/webinars, electronic direct marketing campaigns, internal and external newsletters, etc.)
  • Marketing and communication activities required to support the adoption, optimization, and renewal of the subscription service.
  • Data, key performance metrics and analytics to further accelerate improvements to the program.
  • Voice-of-the customer capture to influence service enhancements, portfolio, and pricing strategies.

 

Who You Are:

Minimum qualifications:

  • University degree (BA/BS) in natural sciences, engineering, or business administration
  • 3+ years practical experience in customer support/success, inside sales/sales, business development or account management
  • Experience in the development of digital marketing strategies and campaigns
  • Familiarity with biopharmaceutical industry and importance of regulatory & quality
  • High affinity for digital and service solutions
  • Fluency in English

 

Preferred qualifications:  

  • Opportunity recognition skills, including the ability to discern an opportunity to accelerate value to the customer, including adding features to improve the customer experience.
  • Process expertise
  • Entrepreneurial, self-starting, strategic thinker with demonstrated track record of success in working with customers.
  • Ability to manage multiple projects and priorities simultaneously with a high degree of independence.
  • Self-motivated, energetic, organized, and results oriented.
  • Capable of influencing and navigating through a complex organization.
  • Excellent written and oral communication skills, as well as presentation skills
  • Flexibility and willingness to travel globally up to 30%
  • Proficient in Office 365 Suite, SFDC, Tableau      

 

Located in Bedford, MA with flexibility

 

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfill your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

 

Curious? Apply and find more information at https://jobs.vibrantm.com


The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

 

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

 

Curious? Apply and find more information at https://jobs.vibrantm.com

 

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

 

Job Requisition ID:  221785
Location:  Bedford
Career Level:  C - Professional (1-3 years)
Working time model:  full-time

Careers during Covid-19
Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options.

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.


Nearest Major Market: Boston

Job Segment: Business Development, Manager, Program Manager, Inside Sales, Customer Service, Sales, Management

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