Merck KGaA

Associate Director-Regional Customer Engagement, APAC

Posted On

Oct. 15, 2024

Location

Bangalore, Karnataka

Experience Level

E - Professional (10+ years)

Job Type

full-time

Apply By

Jan. 28, 2025

Job Description

The Bio4C commercial team is part of the ONE PS team. We put our customers at the center of everything we do by developing the key enablers for the factory of the future: Process Intensification, Software & Automation (S&A), and Analytics. This is part of our evolution as an organization bringing these capabilities together & leveraging our combined expertise to build the future of integrated solutions for our customers. Customer Success is critical to ensure our solutions are developed, delivered, and continuously evolved to deliver a a best in class customer experience. Develop and maintain long term strategy to support BIO4C sales, as well as creating new sales package definition to offer inovative solutions You will be working closely with:Our Sales and Software Applications teams to ensure a seamless customer experience from the initial onboarding process through renewals and ongoing future sales opportunities. With customers to help them realize the desired value from software solutions upon startup and across the lifecycle of the software. Develop parnership with early ecosystems (Academia, EB’s, ..)Be part of consortia such as BioPhorum, NIIMBLE,... to be the voice of BIO4C Key responsibilities of the role include: Acts as single point of contact to sales and customer during hyper-care phase of software implementation, and continues to manage the relationship post implementation to ensure customer retention and loyalty. Create and follow up new process to track post implementation that include: (1) Customer Onboarding, (2) Customer escalations, (3) Renewals, (4) Bringing awareness of new software capabilities to enhance the customer experience (5) Periodic Health checks, (6) Customer Advocacy Leads cross-functional teams across the company to minimize customer friction points and to rapidly resolve customer issues Manage the closed loop process for customer feedback across the organization and leverage for continuous improvement in the customer journeyDevelop and manage business processes, systems, and KPIs to increase customer retention, satisfaction, renewals, software adoption and expansion opportunities Partner with Product Management to bring customer feedbacks into our product planning lifecycle. Participation in new product development launch teams Stay up to date on trends and current eventsDevelop strategic plan to support BIO4C salesCreate new business partnership and collaboration (University, Academia, Ebs, .)Internal collaboration to improve our solution offering to improve customer experienceInitiate collaboration around digital experience and PATBe Key point for support and reviewing AOP Who You Are:Strong 5 -10 years of sales experienceStrong understanding of process technologies and automation requirements for GMP implementation including tech transfer and scale up Experience deploying go to market strategies for software products and service Ability to work globally in a fast paced environment with a willingness to learn and adapt to meet the goals of the larger teams Strong problem-solving ability, relentless follow-through and a “get it done” attitude. Team player with an entrepreneurial and collaborative mindset to build the customer success organization in an agile manner to align with existing functions in the organization. Excellent verbal and written communication skills, with an attention to detail and passion for talking to customers.

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