Global Customer Success Manager

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

At Roche Diagnostics, we are redefining the global customer journey, delivering exceptional customer and patient experiences through aligned operational processes. In this senior leadership role, you will drive the global transformation of our Quote-to-Contract Lifecycle NextGen program, optimizing quotation, contracting, and fulfillment processes to enable operational excellence, strategic alignment, and simplification.

The Opportunity

As part of an empowered leadership team, you will challenge global business operations with bold, customer-centric innovations. You will work closely with stakeholders across all levels and regions, delivering meaningful impact for patients and enhancing global customer satisfaction.

The Key Responsibilities include:

• Transform global Quote-to-Contract (Q2C) processes across affiliates and regions, covering quoting, contracting, and fulfillment, with expertise in deployments, pilots, and readiness initiatives to implement scalable IT solutions for operational efficiency and effectiveness
• Assess affiliates' Q2C operations using scoping questionnaires, data, and contract samples to identify business models and gaps, providing recommendations to align affiliates with global solutions
• Create standardized templates for workshops to document outcomes, identify gaps, and prioritize them by criticality, frequency, and revenue impact across regions and deployment waves
• Classify Long Lead Time Items (LLTIs) through assessments with the Global Template Product team and collaborate on deploying corresponding solutions
• Use insights from tools like SAP, Tableau, and management reports to improve processes and enhance quality and global alignment
• Organize and lead workshops to define objectives, resolve challenges, and ensure deployment readiness
• Collaborate with affiliate stakeholders, regional leaders, and SMEs to refine processes, align global roadmaps with local needs, and remove barriers to adoption
• Conduct Fit-to-Template workshops to ensure Q2C IT solutions align with affiliate needs while promoting global best practices and process changes over technical adjustments
• Design workshops and training programs to build capacity and align affiliate capabilities with global Q2C objectives

Who You Are

• Bachelor's degree in Business Administration, Information Technology, or a related field, with extensive experience in project management for complex software deployments and Q2C processes
• 7+ years of affiliate-level experience in Quote-to-Contract operations, with a solid understanding of global best practices in diverse business environments
• Proficient in tools like Global Deal Calculation (GDC), Agiloft, and SAP Contract Execution (ConEx), with expertise in their integration with business processes
• Strong functional and technical expertise in IT platform Conga CPQ, COnga CLM and Conga Billing. Experience in SAP S/4HANA, Fiori apps and experience in Vistex price management, Vistex rebate management and Vistex free goods
• Leadership in managing organizational transformations, with expertise in change management and aligning cross-regional teams to execute global initiatives like Q2C NextGen
• In-depth knowledge of Q2C processes, including contract lifecycle management, process blueprints, gap analyses, and best-practice solutions

As this position is a global role, international business travel will be required depending upon the business location of the successful candidate and ongoing business project activities.

Join our Diagnostics Commercial Enablement team in Rotkreuz, apply now

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.