As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

Responsibilities:

The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through Waters products, services, and intellectual capital.

Inspire Customer Success Across Lab Automation

• Creates and drives a US Region and ADx-wide culture of Customer Success

• Aligns activities with internal teams (i.e., Service regarding existing clients, R&D regarding product roadmap, Sales regarding cross/up sell and retention, Finance & Marketing Operations regarding metrics & forecasting, Regional VP leadership teams)

• Is accountable for our ADx-wide customer feedback loop

Define, Manage and Optimize Customer Experience through their Lifecycle

• Drives assigned customer relationship (Director level and up) from the time of contract signature through the full customer lifecycle. 

• Establishes a trusted/strategic advisor relationship with each assigned customer

• Pro-actively handles both the customer’s and internal BD escalation pathways.

• Is accountable for optimizing defined customer journey touchpoints and interactions with Waters for assigned customers

• Works closely with our Healthcare Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiatives

• Drives alignment between the customer’s and Waters’ long-term strategies and assists customer in long-term strategy design

Drive & Measure Customer Success Outcomes

• Advocates for customer needs and issues across Waters to improve Waters solutions

• Seeks opportunities to cross-/up-sell products, maintain and increase contract renewal rates to produce increased revenue and reduce churn.  Influences future lifetime value through higher product adoption, customer satisfaction and overall health scores with Customer key Leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops)

• Drives new business growth through fostering of customer advocacy for Waters solutions to prospective customers

• Defines operational metrics for customer success; ensure there are adequate systems for tracking metrics; create cadence for review with the team and external partners; expose subset of metrics to executive team, as needed.

• Increases overall customer satisfaction scores for defined customer touchpoints and interactions with Waters as an organization

Qualifications

• Minimum bachelor’s degree Required, Business Management, Marketing, or similar focus

• Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager)

• 7+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business (e.g., 1,000+ employees, $1B+ revenue)

• Experience optimally navigating in heavily matrixed environment and work cross functionally.

• Demonstrated ability to manage influence through persuasion, negotiation, and consensus building

• Ideally combined background of post-sale and sales experience