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Sr. Account Manager (m/f/d) Service Operation

Pharmaceutical Product Development (PPD)

Multiple locations

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Sr. Account Manager (m/f/d) Service OperationCustomer-based position in Frankfurt

Discover Impactful Work:

In this role you will be leading the management and facilitation of all aspects of the Asset Management and/or Managed Services activities at a key customer with primary location in Frankfurt. And, as the need arises, in other EMEA locations. You are keen to provide best in class customer experience and operational excellence, ensuring customer is realizing the full value of our programs, building trust, loyalty and business expansion. You will become a strategic and key contributor to these objectives by owning assigned site(s), leading and developing your own team with a result driven ambition. You will leverage financial, managerial and operational skills along with impeccable communication and ability to influence to successfully collaborate with a diverse set of internal and external partners in this very dynamic environment. You will gain access to extensive opportunities for personal development, success and growth.

Key Tasks and Responsibilities:

  • Accountable for the delivery of a successful and performant Asset Management Services program ensuring that KPI and SLAs meet or exceed customer expectations according to the statement of work.

  • Develop and maintain positive and professional working relationships with clients, service suppliers and Thermo Fisher staff in a dynamic, cross-functional network of peers that offers fantastic opportunities to collaborate with people of different backgrounds and areas of expertise.

  • Use regular meeting face-to-face with your primary contacts at the customer site (3 to 4 days per week). Actively listen to their needs and generate impactful actions. Share successes and progresses using passion, enthusiasm and a positive communication style to instill confidence in our program and company.

  • Take ownership of issue and complaint resolution, removing roadblocks and barriers to execution all the while providing customer with visibility on their status and progress until optimally resolved.

  • Own, prepare and lead regular business reviews with customer and internally where required.

  • Accountable for data quality and asset list accuracy (inventory) and leverage one’s team and peers to ensure instrument are tagged with barcodes, asset and service data are up to date and correctly reflected in our resource centre at all times.

  • Responsible for compliance and performance of service suppliers ensuring customer requirements are met managing escalations and negotiations where required.

  • Able to review and analyze data to identify gaps and opportunities for improvements, proposing and leading meetings, effective actions, and strategies to remove barriers and inefficiencies, leveraging our PPI Business System.

  • Responsible for contract renewals / new business discussions - responsible for defining operational needs and requirements to deliver on customer expectations. Will be using standard business methodologies and approved deal review processes in place.

  • Accountable for the financial performance at assigned sites and will ensure annual targets for revenues and profitability are met or exceeded and drive adherence to spend approval process and tracking procedures in place.

  • Can generate recommendations for saving opportunities and cost reduction both internally and to customers.

Team management

  • Establish effective leadership and be accountable to train and develop the assigned team and their talents.

  • Can delegate and use assigned reports efficiently and in a structured manner to achieve targets.

  • Ensures team's safety and well-being living up to high ethical standards and in compliance with laws and regulations.

How does a successful profile look like?

  • Successful and demonstrated skills in managing sophisticated tasks under high-reaching circumstances.

  • University / Master / Bachelor-Degree or equivalent business experience in one or more of the following areas: Pharma, Biotech, Medical- and/or Chemical Laboratories, Healthcare or Facilities

  • Proficiency in driving customer allegiance and growing our existing customer base.

  • Build collaborative relationship with your business partners across different levels, functions and regions with high motivation, drive and positive attitude.

  • Strong self-direction and initiative; willingness to take complete ownership over specific activities.

  • Demonstrated ability to influence and communicate effectively.

  • Proven organizational and prioritization skills.

  • Embraces a continuous improvement mentality! Be part of the solution!

  • You are willing and motivated to invest time in your continuous learning and development.

  • Certifications such as PMP are a plus.

  • Demonstrated role model leadership.

Non-Negotiable Hiring Criteria:

  • Driving License.

  • Willingness to travel both domestically and internationally up to 40%.

  • Fluency in English and Native or equivalent level in German. Both verbal and written. Any additional European language is a plus.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Job posted: 2023-05-16

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