Customer Success Specialist (Pathology & Sequencing Labs)

Serve as a field-based Customer Success Specialist supporting Pathology Labs, Sequencing Labs, and commercial sequencing providers across India.

Provide pre-sales support, installation services, technical expertise, customer training, and post-sale technical support.

Act as a scientific and technical expert supporting Sales, Support, Applications, customers, and other cross-functional stakeholders.

Approximately 50-70% travel, including overnight travel, to customer sites across India.

Provide expert product and application knowledge and consultative scientific support to sales teams, customers, support and applications teams, cross-functional resources, and other stakeholders.

Partner with Sales in the field to provide scientific and product support that accelerates the sales process.

Deliver pre-sales customer presentations and seminars.

Support experimental design, product evaluation, and product selection.

Evaluate IHC, ISH, IF, DP, and NGS methods and optimize laboratory workflows.

Provide training and post-sale technical support.

Provide installation and training support for IHC, ISH, DP, NGS library preparation, and target-enrichment workflows.

Train customer teams on applicable Roche solutions, laboratory workflows, products, applications, and technologies.

Support customer implementation and ensure effective adoption of solutions.

Use previous mentoring and training experience to coach users and junior staff.

Apply expertise in immunohistochemistry (IHC), molecular biology, sequencing, genomics, and clinical laboratory workflows.

Provide technical guidance covering IHC, ISH, NGS applications, and NGS data analysis/applications.

Apply knowledge of bioinformatics and automated liquid handlers where relevant.

Learn and maintain current knowledge of Roche molecular, life-science, digital-pathology, and IT solutions.

Monitor technical trends and evolving industry practices.

Monitor the competitive landscape and provide feedback to Applications Managers and Product Managers.

Contribute insights regarding product extensions, product positioning, and application development.

Identify customer and market needs that may influence future solutions and applications.

Participate in scientific seminars and trade shows and deliver technical presentations.

Regularly report field activities and customer engagement outcomes to upper management.

Operate independently as a field-based individual contributor with significant autonomy.

Manage customer-facing activities, travel, training, installations, technical support, and project requirements effectively.

Build strong customer relationships through scientific expertise and consultative engagement.

Translate complex technical concepts into clear and useful customer-facing communication.

Collaborate closely with Sales, Applications, Support, Product Management, and other cross-functional teams.

Influence customers through technical credibility and practical scientific recommendations.

Bachelor's degree in Medical Technology, Biotechnology, Chemistry, Biology, Clinical Laboratory, or equivalent work experience.

5 years of experience implementing and evaluating complex laboratory products, IT products, medical diagnostic equipment, reagents, and/or systems.

Experience as a field implementation and training specialist or in a related role.

Previous mentoring and/or training experience.

5+ years of demonstrated experience applying IHC concepts, molecular biology, sequencing, practices, and procedures.

3+ years of experience in sequencing and other genomics technologies.

Master's or PhD degree in science.

Expertise in IHC, ISH, NGS applications, and NGS data analysis/applications.

Knowledge of bioinformatics and automated liquid handlers.

New Delhi, India-based field position.

Primarily customer-facing and field-based, with some work potentially performed remotely.

Requires approximately 50-70% travel across India, including overnight travel.

Individual-contributor role requiring independence, autonomy, and strong customer orientation.