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The Sr Market Development Manager, Customer Service will ensure competitive differentiation by demonstrating the value offer specific to Customer Service Organization (CSO) capabilities and strengthening our Clinical Operations integrated offer. This role will support all US CSO functions, helping to articulate and develop service line offerings and managing customer support pricing strategy, with full-service line P&L accountability.

This Sr Market Development Manager, Customer Services will partner closely with the US CSO service line leaders along with the Global Clinical Market Manager–Integrate Solutions–Service, and key stakeholders across US Marketing, Commercial Operations, Finance, and Sales, to ensure the value of our service offerings is well-supported, sufficiently understood, and promoted. This role requires deep expertise in marketing, along with substantial working knowledge of the IVD industry, the customer service function, and commercial execution.

Primary Duties

• Create customer service solution value offers that link the value of particular service offerings to the bioMerieux integrated solution

• Ensure service pricing strategy that is consistent with broader clinical operations strategy and goals

• Develop and maintain subject matter expertise regarding competitor service offers and opportunities to either highlight or augment bioMerieux service offers to drive competitive differentiation

• In coordination with the Integrated Solutions marketing team, collaborate with upstream global marketing teams about customer and market needs that may inform future developments, investments, or strategic direction for customer service offer

• Ensure collateral and promotional material articulating service value are incorporated in the integrated digital campaign strategy.

• Develop customer engagement tools that reinforce the differentiating value of the service as part of the bioMerieux integrated clinical solution.

• Develop strategic yearly plans and budgets.

• Maintain current and comprehensive understanding of the bioMerieux clinical portfolio.

• In conjunction with the Customer Integrated Solutions service line, Global Clinical Market Manager- Integrate Solutions –Service, manage remote connectivity topic across the clinical solutions in the region.

Training and Education

Bachelor’s degree required with emphasis on marketing and/or microbiology and/or laboratory science experience preferred.

Experience

5+ relevant multifunctional commercial experience in customer service, product management/marketing and/or sales experience. Experience in the diagnostics IVD industry preferred.

Knowledge, Skills, and Abilities

• IVD instrumentation subject matter expertise. Lab informatics subject matter expertise preferred

• Results oriented; ability to design scalable solutions to address business questions and/or challenges; self-motivated and organized to successfully complete high-quality work projects on time; attentive to detail.

• Ability to work across business lines and partner with various stakeholders to build consensus and achieve business results.

• Strong customer-facing skills from needs identification to delivering executive business case presentation.

• Ability to lead and effectively collaborate across multiple marketing and sales organizations.

• Strong analytical skills, with proven track record of creativity in problem solving and customer needs resolution.

• Strong customer facing skills at a mid- and senior- management level

• Process-oriented to seek details and data to quantify impact of continuous improvement for customer operational performance.

• Expert knowledge of the appropriate segment, its challenges & solutions

• Experience in a matrix organization and the ability to influence beyond lines of direct control.

Domestic travel required 50% of time