Job Description
Responsibilities:
The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through Waters products, services, and intellectual capital.
Inspire Customer Success Across Lab Automation
Creates and drives a US Region and ADx-wide culture of Customer Success
Aligns activities with internal teams (i.e., Service regarding existing clients, R&D regarding product roadmap, Sales regarding cross/up sell and retention, Finance & Marketing Operations regarding metrics & forecasting, Regional VP leadership teams)
Is accountable for our ADx-wide customer feedback loop
Define, Manage and Optimize Customer Experience through their Lifecycle
Drives assigned customer relationship (Director level and up) from the time of contract signature through the full customer lifecycle.
Establishes a trusted/strategic advisor relationship with each assigned customer
Pro-actively handles both the customer27s and internal BD escalation pathways.
Is accountable for optimizing defined customer journey touchpoints and interactions with Waters for assigned customers
Works closely with our Healthcare Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiatives
Drives alignment between the customer27s and Waters27 long-term strategies and assists customer in long-term strategy design
Drive & Measure Customer Success Outcomes
Advocates for customer needs and issues across Waters to improve Waters solutions
Seeks opportunities to cross-/up-sell products, maintain and increase contract renewal rates to produce increased revenue and reduce churn. Influences future lifetime value through higher product adoption, customer satisfaction and overall health scores with Customer key Leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops)
Drives new business growth through fostering of customer advocacy for Waters solutions to prospective customers
Defines operational metrics for customer success; ensure there are adequate systems for tracking metrics; create cadence for review with the team and external partners; expose subset of metrics to executive team, as needed.
Increases overall customer satisfaction scores for defined customer touchpoints and interactions with Waters as an organization
Qualifications
Minimum bachelor27s degree Required, Business Management, Marketing, or similar focus
Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager)
7+ years27 experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business (e.g., 1,000+ employees, $1B+ revenue)
Experience optimally navigating in heavily matrixed environment and work cross functionally.
Demonstrated ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers and passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented approach; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement
Be able operate effectively in ambiguous situations
Builds relationships with key collaborators
Enthusiastic and creative leader with the ability to inspire others
Preferred experience in providing valuable automation services with impact at Executive level a plus.
Good understanding of hospital and lab informatics systems
Preferably previous Healthcare customer experience
Sophisticated negotiation and conflict resolution skills
Willing and able to travel over >50%
At Waters, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
At BD, we are committed to supporting our associates27 well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:
Annual Bonus
Potential reimbursement of vehicle use/mileage
Potential reimbursement of phone use
Health and Well-being Benefits
Medical coverage
Health Savings Accounts
Flexible Spending Accounts
Dental coverage
Vision coverage
Hospital Care Insurance
Critical Illness Insurance
Accidental Injury Insurance
Life and AD&D insurance
Short-term disability coverage
Long-term disability insurance
Long-term care with life insurance
Other Well-being Resources
Anxiety management program
Wellness incentives
Sleep improvement program
Diabetes management program
Virtual physical therapy
Emotional/mental health support programs
Weight management programs
Gastrointestinal health program
Substance use management program
Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit
Retirement and Financial Well-being
BD 401(k) Plan
BD Deferred Compensation and Restoration Plan
529 College Savings Plan
Financial counseling
Baxter Credit Union (BCU)
Daily Pay
College financial aid and application guidance
Life Balance Programs
Paid time off (PTO), including all required State leaves
Educational assistance/tuition reimbursement
MetLife Legal Plan
Group auto and home insurance
Pet insurance
Commuter benefits
Discounts on products and services
Academic Achievement Scholarship
Service Recognition Awards
Employer matching donation
Workplace accommodations
Other Life Balance Programs
Adoption assistance
Backup day care and eldercare
Support for neurodivergent adults, children, and caregivers
Caregiving assistance for elderly and special needs individuals
Employee Assistance Program (EAP)
Paid Parental Leave
Support for fertility, birthing, postpartum, and age-related hormonal changes
Leave Programs
Bereavement leaves
Military leave
Personal leave
Family and Medical Leave (FML)
Jury and Witness Duty Leave
Compensation
The expected compensation range for this role is $104,700- $167,500 Final compensation will be determined based on experience, skills, and geographic location.
Primary Work LocationUSA MD - Sparks - 7 Loveton Circle
Additional Locations
Work ShiftNA (United States of America)
