Ies Customer Success Coordinator

4 months ago

Hemel Hempstead, United Kingdom Thermo Fisher Scientific Full time

**Position Summary**:
With the introduction of Perform and Premier contracts, the business requires a Customer Success Coordinator to ensure that the services offered by this plan are delivered and coordinated efficiently, while providing our customers with an excellent customer experience.

The role will be based in the UK, but the Customer Success Coordinator will support customers on this plan for all EMEA regions. In addition, you will be working alongside a peer with covering the North American region, therefore there is the expectation for these coordinators to provide support and cover for each other during periods of absence.

As this covers all aspects of service detailed in the support plan, interacts with many different internal teams and good levels of business knowledge will be required.

While working on other tasks, the responsibilities in this position will take precedence over other work streams.

**Key Responsibilities**:
Ensures entitlement delivery for Perform and Premier Contracts:

- Assigns and Schedules Certified Field service engineers
- Collaborates with Install Coordinators/Concierge team to deliver qualification entitlements
- Communicates customer requirements to FSE’s for entitled customers
- Ensures onsite response SLA met for corrective maintenance visits
- Schedules and facilitates new customer onboarding events with customers and internal teams & schedulers & arranges the quarterly service reviews
- Tracks performance against contract entitlements and reports back to management
- Process Owner for entitlement related processes
- Ensures service delivery by appropriately trained FSE’s
- Acts as internal customer concern contact point

**People Specification**:

- Experienced with C4S and scheduling functions
- Proficiency in MS Office Tools including Excel, Outlook, Teams, Visio and Powerpoint
- Experience using Power BI Reporting Tools
- Outstanding Customer Service and Soft Skills
- At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission - enabling our customers to make the world healthier, cleaner and safer._

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