Thermo Fisher Scientific Network Senior Business Manager, OSD - remote all US or Canada in Boston, Massachusetts
The Network Senior Business Manager, OSD is the primary client advocate for the harmonization of PSG's global network of capabilities. Delivers a consistent & elevated customer experience through site-to-site best practice adoption, escalation mitigation and robust governance programs. Leader works cross functionally to harmonize the customer experience across sites, improve customer experience and thereby drive deeper share of wallet and improved customer satisfaction.
Creates the overall customer management strategy for assigned accounts in the OSD Network ; incorporating division level STRAP and AOP goals and objectives. Ensures strategies deliver business growth and improved customer experience over time.
Develops relationships internally and within the customer's organization to enable stellar customer support, proactive issue resolution and an improved customer experience.
Applies site-to-site learning & ensures harmonization and continuous improvement opportunities using PPI mindset.
Develops and leads processes to prevent and manage above-site escalations.
Leads Changes of Scope and business expansion programs.
Leverages Master Services Agreements to ensure client and business accountability.
Implements robust governance programs in partnership with client and business stakeholders.
Develops and manages key performance indicators to predict and ensure operational and revenue delivery.
Coordinates across business units as needed.
Understands the key operating cycles and imperatives of the client: Budget cycle, strategic sourcing priorities and business processes.
Utilizes customer relationship management system and reporting tools to accurately forecast, communicate and update on commercial objectives. Manages, updates, maintains and records all relevant activities in required databases.
A minimum B.Sc. degree required, strongly preferred in a scientific discipline (chemistry, biochemistry, or chemical engineering) or business-related field.
MBA or professional business education highly preferred.
Previous customer management or project management experience.
Strong analytical skills, financial acumen, customer mindset required.
Demonstrated success engaging effectively with senior leaders both internal and external to the company.
Minimum of 7 years in commercial, program management, relationship management type roles.
Demonstrated experience working with complex initiatives in a matrix environment with multiple stakeholders.
Previous experience in CDMO organization preferred
A strong team player with proven ability to coordinate activities and influence actions across a team and Company.
Strong negotiation and communication skills.
Self-motivated, bias to action, strong customer advocacy mindset.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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