Sr. Director, Customer Success & Portfolio Management - ALS

The Opportunity:

Drive the development of product definition and solution plans to optimize the company’s products and services portfolio. Apply broad knowledge of company’s product/service capabilities and competitive environment to identify new growth areas, new technology and emerging product/service opportunities. Oversee the analysis and evaluation of key market statistics and customer requirements to define product strategies and identify product opportunities to expand market share. Evaluate in-depth market analysis and leads business case for optimization of existing products/solutions alternatives and/or to create the next generation of new products. Collaborate with research and development to create products and validate early product definitions. Manage several teams led by Directors, Managers, and/or Supervisors.

Reporting within the Advanced Lab Services segment, the Senior Director of Customer Success & Portfolio Management is responsible for driving customer value and maximizing portfolio returns through strategic leadership and portfolio management. The successful candidate will execute the following three priorities: 

• Customer Success Responsibilities: Leading customer onboarding and implementation, managing customer relationships, overseeing service delivery, and driving revenue growth through cross-selling and upselling opportunities. 

• Portfolio Management Duties: Developing and executing portfolio strategies, analyzing performance, and managing the service lifecycle to align with customer needs and market demands. 

• Team Leadership and Development: Lead and mentor a team, fostering a collaborative environment and implementing training programs to enhance team skills and knowledge. 

What we're looking for:

• Bachelor's degree or equivalent experience.  

• Minimum 10 years of experience in Account Management, Portfolio Management , Life Science Lab Operations or a related field. 

• Experience in the Life Sciences industry is preferred but not required.

• Experience with CRM, project management software (e.g., Jira, Asana), portfolio management tools, and other relevant tools. 

• Knowledge of Lab IoT Solutions and Technology providers a plus i.e. Elemental, MachineQ etc. 

Who you are:

• Leader with proven experience in customer success, account management, project management, business development, and portfolio management. 

• Strong leadership, communication, and interpersonal skills. 

• Excellent problem-solving and analytical skills. 

• Ability to build and maintain strong relationships with customers and internal stakeholders. 

• Strong project management and organizational skills. 

How you will thrive and create an impact:

Customer Onboarding & Implementation:  

• Lead the successful implementation of outsourced Lab Operation services, Digital Solutions, Laboratory Equipment Service, and Specialty Procurement at customer sites. 

• Develop and implement robust onboarding programs and methodologies for both services and digital solutions. 

• Oversee project timelines, budgets, and resource allocation for successful customer implementations. 

• Proactively identify and mitigate potential risks and challenges during the onboarding process. 

Customer Relationship Management:  

• Build and maintain strong, long-term relationships with key customer stakeholders.