We are looking for a CUSTOMER SUCCESS EXPERT who will work and grow within the Food Global and Strategic Key Accounts Team and will report to the Vice President of Global Marketing and Strategic Accounts within a team of 5 co-workers. 

What will be your mission? 

• Establish and nurture long-term technical relationships with strategic accounts to ensure high performance in customer satisfaction, revenue growth, and profitability. 

• Customer Scope: FOOD GLOBAL & STRATEGIC ACCOUNTS 

• Identify key contacts within strategic accounts (e.g., Quality Director, Microbial Method Leader, Operational Leaders) and support their technical requests. 

• Coordinate and engage various bioMérieux departments globally (GICS, IU, Field Actions, R&D, Marketing, Supply Chain, QA sites) and locally to enhance satisfaction & engagement through timely results, proactive feedback, and tailored responses. 

• Collaborate closely with the Strategic Account Managers (SAM) to contribute to business development strategies and provide technical expertise to exceed customer expectations. 

• Attend Quality and Business reviews to present and discuss Helpdesk KPIs, address technical topics, and understand customer development strategies and needs. 

• Serve as the liaison between Strategic Accounts and the bioMérieux Project team to ensure their specific needs are considered and aligned with development plans. Initiate collaborative actions with Strategic Accounts (e.g., pilot sites, validations, KPIs monitoring). 

• Support the deployment of bioMérieux solutions with customers by defining needs with the SAMs, collaborating with marketing, R&D, support, and feasibility teams, and coordinating implementation and follow-up with local teams. 

• Define, analyze, and share Helpdesk KPIs (technical complaints and installed base), and implement corrective actions as needed. 

• Develop tools, processes, and KPIs to monitor customer satisfaction and ensure business continuity. 

• Establish proactive communication with Strategic Accounts and local bioMérieux teams regarding field actions, new products, or updates (protocols/applications, validations, documents). 

• Implement and contribute to effective governance between clients and bioMérieux. 

Profile description:

Who are you?   

• Knowledge and skills: Technical skills and experience/expertise with bioMérieux Portfolio and Food Manufacturing knowledge.  

• Talents and qualities: Customer Centricity, Soft-skills, Metric Driven, Customer Service background, technical skills in industrial Microbiology. 

• Perfect command in English. French is a Plus.