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Thermo Fisher Scientific Senior Customer Experience Operations Manager, Corporate Accounts in Boston, Massachusetts

When you’re part of the team at Thermo Fisher Scientific, you’ll do meaningful work, that makes a positive impact on a global scale! Join over 100,000 colleagues who bring our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. You’ll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world’s toughest challenges. This includes protecting the environment, making sure our food is safe, and helping find cures for cancer.

Location/Division Specific Information

Various / Corporate Accounts

How will you make an impact?

As the Senior Corporate Accounts Customer Excellence Operations Manager, you will work closely with the Global Biopharma Account Team and division partners to ensure we are connecting our customers with Thermo Fisher Scientific capabilities to drive their success. The ideal candidate will have excellent project management skills, strong intuition for business and commercial orientation with a passion to streamline processes to enrich our customer’s experience. The person in this role will bring a strong bias towards action alongside robust process orientation to influence cross functional team members to successfully lead multi-departmental, multi-divisional customer projects. You will report to our Sr. Director of Sales Operations & Customer Experience and will operate in an intercultural, diverse, matrix environment to help us make a positive impact on the business and our customers.

What will you do?

  • Elevate strategic engagement at key accounts.

  • Lead internal and customer projects, including synergy opportunities, to strengthen our partnership and growth at accounts.

  • Act as project manager - build core teams, establish effective project governance, lead steering committee meetings, manage project plans, leverage PPI tools,

  • Create playbooks to drive scale and enable flawless adoption across accounts.

  • Actively mentor colleagues to develop and expand skillset of overall team.

  • Develop and report on customer facing scorecards.

  • Assume primary ownership for subset of customer relationships and leverage in support of overall partnership ambitions.

  • Engage situationally at other accounts where high expertise is needed to resolve issues or manage strategic projects.

  • Drive operational excellence in account management and customer engagement processes.

  • Drive the refresh of partnership account plans with updated financials and divisional inputs.

  • Lead partnership health account surveys to include planning, reporting, and recommended action plans.

  • Lead insight mining via data tools to drive collaboration and identify growth opportunities.

  • Coordinate account team meetings, demonstrating effective meeting management methodologies.

  • Maintain and action account project lists in partnership with commercial leader and customer co-owner.

How will you get here?

Education / Experience

  • Bachelor’s degree in science or business

  • 5+ years of consulting or project management experience

  • 5+ year of customer relationship management experience through operations, sales, or other customer engaged functions in highly demanding and driven environments

Knowledge, Skills, Abilities

  • Strong commercial orientation with a passion to understand, develop, and streamline processes to support team in establishing productive internal and customer collaborations.

  • Robust project management skills with ability to prioritize and handle multiple parallel projects.

  • Ability to interact effectively with diverse group including VPs, directors, managers, subject matter authorities, end-users.

  • Highly proficient in Microsoft Office (Excel, Word, PowerPoint, Teams, and SharePoint)

  • Authority in building effective internal and customer communication materials

  • Excellent interpersonal, presentation, verbal and written communication skills

  • Travel up to 40% of the time.


We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/reasonable accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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.