Customer Care Manager (w/m)

Austria, Vienna, Vienna

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Roche Diagnostics has created a new start-up business charged with building a modern software stack that will improve the processes and clinical decision support in healthcare. Our challenge is to bring together complex diagnostic and treatment data from medical devices and IT systems within healthcare institutions and hospitals, and intelligently process and present this data to doctors and healthcare providers to improve patient care.

We are looking for candidates with a good understanding of project management and the sales cycle to speed up the development of customer projects and to connect all relevant stakeholders at the right time. This position will have many opportunities for growth. In addition, this team will get to work side by side with a team of world-class healthcare providers and researchers who want to impact global healthcare delivery.

Job Description

The Customer Care Manager has accountability for managing customer projects in all different stages and to communicate with internal and external stakeholders to speed up those projects. You will facilitate good relations between involved parties working with customers, partners, Implementation, Consulting, Sales, PHC, Pharma, Marketing, Legal.

You will ensure an exceptional customer experience by project management and communication around early sales activities, follow-ups, workshops, contracting, implementation up to the “Go-Live” and much more.

As a member of our team, you will play an important role in helping to shape the future of this new organization within Roche Diagnostics.

Role and Responsibilities

  • Project management: Collaborate with internal and external stakeholders to develop and maintain customer projects.
  • Communication: Involving all relevant parties at the right time to speed up project development and implementation.
  • Travel: Travel (up to 50%) to customer or Roche sites to support business needs.

Background and Skills

  • Education:
    • BA/BSc in an economic, scientific, clinical or closely related discipline required. Equivalent relevant experience may be substituted.
    • Project Management or closely related training and certification.
  • Experience:
    • 2+ years of experience in the project management domain;
      • Preferred background in digital healthcare or closely related field;
    • Agile Project Management
    • Experience communicating in a highly educated field
  • Qualities:
    • Ability to manage escalations, defusing emotions and delivering difficult messages sensitively. Passionate about communication, healthcare, and technology;
    • Innovative, demonstrating initiative, and capable of functioning independently toward clear business objectives with limited direct guidance.
    • Agile and comfortable with ambiguity
    • Communication
    • Teamwork and collaboration
    • Focused on results

Are you ready to apply? We are looking for someone who thinks beyond the job offered - someone who knows that this position can be a rare springboard to many other opportunities at Roche. Willingness for international mobility is required.

We offer a minimum of gross € 42.0000 per year and attractive benefits. Flexible working hours, workplace health promotion and various sports programs, just to name a few. Depending on your qualifications and experience, overpayment is possible.