Thermo Fisher Scientific Strategic Key Account Manager in Stamford, Connecticut
How will you make an impact:
The KAM (Strategic Relationship Manager) will own and maintain high quality and effective customer relationships in assigned Enterprise Service Accounts, including contract ownership and client satisfaction. This individual will establish and drive the strategic direction of the account, the governance program and financial performance. Accountable for managing hard and soft renewals of assigned accounts. Key priority is to ensure that all financial aspects are correctly executed and that financial reporting is in line with the commitments described within the scope of services to be delivered. Develop the global relationship and leverage all that is Thermo Fisher Scientific to get the best outcomes, including collaboration with other divisional partners and Corporate Accounts.
What will you do:
Responsible for relationship and overall account management at customers with approximately $1M or greater potential.
Responsible for account development activities including account strategy execution and management, ongoing communication of value proposition, price management, initiation of RFP response, achievement of financial goals, client satisfaction and governance.
Possesses sufficient technical, operations and business knowledge to present a compelling value proposition to customers.
Develop and maintain positive and professional working relationships with clients, operations teams and Thermo Fisher staff.
Own and drive governance program with client. Provide business review reports and drive/deliver QBRS of the program to the client in an approved format and professional manner.
Collaborate with customers to understand their business needs and strategic objectives, forms relationships with decision-makers and identifies, develops and closes enterprise services business opportunities.
Builds relationships at multiple levels of account and across all constituents.
Ensures client satisfaction by collaborating with other Thermo Fisher business units to provide a single face to the customer and ensuring that any major conflicts with customers are resolved.
Builds strong collaborative working relationships with the business leaders and counter-parts in all Thermo Fisher commercial channels including Corporate Accounts, RSD (with respect to Managed Services activities) and other instrument divisions
Ability and willingness to work with the team to help overcome challenges and barriers.
Coordinate between client sites for process consistency
Help with change management and communication for new tools, technology and business updates being provided.
Assumes ownership of Problem Resolution process. Manage relationships with clients, sales, operations, finance, service solutions etc. to resolve client/Thermo Fisher issues or concerns in a timely manner.
Ensure highest possible client satisfaction within assigned Account(s) and associated personnel. Develop strategic plan needed to drive improved CAS scores. In case of customer escalation working together with stakeholders and ensuring customer kept updated and working towards resolution.
Manage all client and internal reporting related requirements and to create meaningful metrics -financial metrics to be reviewed by assigned finance team members.
Provide feedback to the onsite operational teams for areas of improvement
Identify and facilitate program expansion opportunities for ULS and other Thermo Fisher Scientific divisions, leveraging the Business Development and Solutions Development teams as necessary
Provides realistic forecasts to management and communicates any significant changes or developments in a proactive and timely manner.
Responsible for presentation of proposals to Client
Leads the renewal / rollover process
Responsible for account retention, growth and profitability.
Must be able to identify opportunities and work with operational owners to implement procedures to drive down program costs.
Ensure adherence to Statement of Work and develop one if missing.
Make sound business decisions and drive efficiencies.
Responsible for financial analysis and financial recommendations of assigned accounts and relevant reports to line manager and others.
Lead/participate in PPI project teams as identified to improve business performance
Support the Enterprise Service leadership team as required.
How will you get there:
Bachelor's Degree or equivalent experience
8+ years of proven successful account management skills with an ability to manage complex tasks under challenging circumstances preferred.
Skills, Knowledge and Abilities:
Executive Level presence with an ability to interact and present effective written or verbal communications
Experienced in driving customer allegiance and growing existing customer base.
Demonstrated organizational skills with the ability to handle multiple tasks with different priorities.
Excellent inter-personal, self-motivational and negotiating skills.
Advanced PC Skills, especially Microsoft Office Suite
Willingness to travel (30-40% of time with overnight travel)
Strong collaborative track record, which includes working within a matrix environment along with the ability to find solutions to a common goal
Reflector style - able to learn from mistakes and always wants to achieve best possible performance.
Ability to develop high levels of credibility and forge solid and positive professional relationships with customers, peers, and upper management.
Self motivated; bias for action.
Effective negotiating and influencing skills.
Experienced in driving customer allegiance and growing existing customer base
Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement.
At Thermo Fisher Scientific , each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.
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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