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 customer’s 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 customer’s and Waters’ 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 bachelor’s degree Required, Business Management, Marketing, or similar focus

• Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager)

• 7+ years’ 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 associates’ 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.