Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Title: Automation Customer Success Manager

Requisition ID:

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific Information

Costa Rica

How will you make an impact?

The Finance Digital Transformation team is driving innovation in RPA, Data Analytics, and AI to standardize and simplify Finance processes. We're seeking a Customer Service Analyst to lead this evolution, providing tailored technology and process solutions for business simplification, standardization, and transformation. Collaborating with business partners, this role implements automation solutions, optimizing the Finance function in the AIG division.

As a Customer Success Manager – Finance Digital Transformation (FDT), you will proactively engage with business leaders to prepare Finance teams for digital transformation projects. Your role will involve implementing process change and rollout of solutions developed by the Finance Digital Transformation team for the Analytics Instrument Group (AIG). Using your finance and technology expertise, you will recommend, influence, and facilitate the adoption of process automation solutions for global initiatives and strategies. Additionally, you will ensure that delivered automations have the desired business outcomes and act as a customer advocate for end users in automation and re-engineering development initiatives. You will also foster continuous improvement to make customer success world-class, supporting automations in production and exceeding customer expectations.

What will you do?

                                              

Understand the larger business goals of Finance Automation and Digitization program initiatives and help optimize solutions to achieve measurable business results.Define, measure, and lead metrics to assess the effectiveness of implemented automations and process changes.Understand current state and required steps to transition the organization to new processes facilitated by delivered Automations and re-engineering initiativesLead deployment across multiple projects and drive a shared approach and outcomes trackingAct as an advocate for end users in the full-lifecycle development process by feeding back any requirements or process changes to the delivery team based on lessons learned from automations deployedIdentifies and articulates customer issues and translates them into business requirements and/or data metrics for simple to complex financial business processesIncrease adoption and Automation impact of deployed solutions by focusing on the people side of change, including changes to business processes, systems and technology, job roles and organization structuresConducting periodic audits and monitoring automations with the respective process owners, IT partners and the customers for changes and performance.Promote Automation solutions by working across functional groups to educate and promote the capabilities and efficiencies that can be achieved through automation.Provide guidance and management support to Customer Success analyst and technical support team in developing and implementing key performance indicators and processes for effective automation monitoring.Proactively engage with finance business experts and multi-functional teams to gain an in-depth understanding of their business processes and identify and define business problems that can be addressed through AutomationSupport execution team with resolution of roadblocks and interdependencies. Partner with business customers and technical and operational teams external to the project to ensure their tasks are completed as requiredEnsure requirements and changes are documented, traceable, and testable through to implementationLead customer communication and progress reporting at various levels of the organization including leadership and executivesEnsure quality of work is verified and matching customer expectations

Bachelor’s degree in information systems / finance or any other relevant field

Minimum of 4-7 years relevant business experience within financial, technology, or automation domain2-3 Years hands on experience leading process, technology and solution roll-out in large enterprise scale organizationsStrong team management experienceSocial skills: exceptional verbal/written communicationConsistent track record of achieving desired results without direct report authority.Knowledge of Agile/Scrum methodology a plusKnowledge of JIRA is a plus.Minimal travel required