Technical Customer Experience Manager, Sequencing

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The Position

Roche Sequencing & Life Sciences is seeking a Technical Customer Experience Manager, Sequencing to join its Support & Applications Team in Wilmington, MA.

This highly-experienced individual will leverage a blend of technical expertise, customer-centricity, and strong leadership 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, with potential to simultaneously build a team to support these efforts.

The Opportunity:

This on-site position is located in Wilmington, MA.

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.


* 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 Managem...