Technical Customer Experience Manager, Sequencing — Roche
- Location
- Wilmington
- Contract
- full-time
- Posted
- 29 days ago
Role overview
At Roche you can show up as yourself, embraced for the unique qualities you bring.
Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally.
This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come.
- At Roche you can show up as yourself, embraced for the unique qualities you bring.
- Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally.
- The successful candidate will report to the Director of Support & Applications and have responsibilities that include, but are not limited to:
- Strategic Customer Experience Leadership: Define and strategically lead cross-functional initiatives to enhance the end-to-end customer experience, ensuring alignment between customer interests and business objectives.
Main responsibilities
- The successful candidate will report to the Director of Support & Applications and have responsibilities that include, but are not limited to:
- Strategic Customer Experience Leadership: Define and strategically lead cross-functional initiatives to enhance the end-to-end customer experience, ensuring alignment between customer interests and business objectives.
Application process
- Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing to join its Support & Applications Team in Wilmington, MA .
- Implementation and Feedback Conduit: Act as the primary liaison between technical teams (Support & Applications) and internal stakeholders (Sales, Digital Solutions, Commercial Project Management Office) to support successful customer implementations and capture critical service experience feedback for local and global teams.
- Escalation Management: Efficiently manage and maintain visibility for key stakeholders regarding all customer implementation-related escalations.
- Stakeholder Advocacy: Ensure customer perspectives are clearly articulated and addressed by business leaders to drive continuous improvement in product and service delivery.
- Wilmington Site Program Management: Serve as the central point of contact for Sales and Marketing concerning all customer visits to the Wilmington, MA site, managing all logistics for post-sales training, pro
Company and context
- This highly-experienced individual will leverage a blend of technical expertise, customer-centricity, and program management skills to drive impactful customer engagements on behalf of the Sequencing Support organization.
- This individual will help shape and facilitate customer visits to the Wilmington site for product demonstrations, showcasing the product portfolio, including KAPA DNA and RNA Library Prep chemistries and Roche’s groundbreaking Sequencing by Expansion (SBX) technology on the AXELIOS 1 System.
- The successful candidate will coordinate feasibility studies and proof-of-concept experiments while serving as a vital conduit for customer feedback between local and global stakeholders.
- In addition, the Customer Experience Manager will play a critical role in orchestrating efforts for customer implementations, HyperCare activities, internal and external training events, ultimately liaising with Support functions and local and global business teams to ensure a high level of customer satisfaction and team readiness.
- As the program grows, this individual will continue to enable and influence other Support Leaders, while simultaneously building a team to support these efforts. The Opportunity:
- This on-site position is located in Wilmington, MA .
Additional details
- Join Roche, where every voice matters.
- As the program grows, this individual will continue to enable and influence other Support Leaders, while simultaneously building a team to support these efforts.
Notes and original content
- The Position
- The Opportunity:
Questions about this listing
What salary does Roche offer for this role?
Roche lists CHF 85'500 - 129'500 gross per year for this position in Wilmington. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Roche offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Roche during the application process, since these details can vary by role even within the same contract category.
Do I need a cross-border work permit for a role in Basel?
EU/EFTA residents living in the border zone of the country adjoining Canton Basel can apply for a G permit; the Swiss employer files it with that canton's migration office after the contract is signed. Border-zone rules and processing times vary by neighbouring country and canton, so confirm the specifics with Basel's cantonal migration office or with HR during the application.
How do I apply for this position at Roche?
Use the "Apply now" button on this page — it links directly to Roche's original listing at roche.wd3.myworkdayjobs.com, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
