默克药厂
技术服务专家
技术服务专家
发布于 3 小时前普通员工/个人贡献者
全职员工仅现场办公客户成功
客户成功
出差
大客户管理
客户成功
技术服务
数据分析
生物医药
英语沟通
跨部门协作
项目管理
值不值得投
78综合评分
综合评分 78
外资药企资深客户成功岗，薪酬福利优厚、行业前景稳健，侧重技术商业融合与跨部门协同，WLB受客户节点影响中等。
从薪资福利、成长发展、工作生活和使命价值四个维度综合评估，方便横向比较。
薪资怎么样
4.8万
比客户成功中位数高
发布情况
新岗位 · 今天发布
公司情况
这家公司招聘很活跃
59 个在招
市场机会
选择适中
上海 · 客户成功 · 49 个在招
职位详情
关于这个职位
负责默克Process Solutions业务线核心客户的战略关系维护与技术需求对接，结合大客户管理与项目交付职责
需深入理解客户业务痛点，主导跨部门资源协调，解决复杂技术问题与投诉，制定客户成功计划与培训方案，确保高质量交付并创造可持续商业价值
最低要求
Education
Master’s degree or above in Biochemistry, Biotechnology, Pharmaceutical Sciences, Engineering, or a related field.
Experience
At least 8 years of experience in pharmaceutical, biotechnology, bioprocessing, process solutions, technical service, customer success, commercial, operations, or a related industry.
Proven experience managing strategic or major customer accounts in a technical, operational, commercial, or customer-facing environment.
Demonstrated ability to build trusted relationships with customers and manage complex stakeholder networks.
Experience leading customer-facing projects, implementations, improvement initiatives, technical escalations, investigations, or service programs.
Experience coordinating cross-functional teams in a matrix organization.
Experience in pharmaceutical or biopharmaceutical manufacturing, process development, or related technical environments is preferred.
Skills
Strong strategic account management, customer relationship management, and business development skills.
Ability to understand complex customer requirements and translate them into practical solutions and actionable plans.
Excellent problem-solving, prioritization, negotiation, and decision-making skills.
Strong executive communication, facilitation, and formal presentation skills.
Excellent written and spoken English; Chinese communication skills appropriate for customer and internal stakeholder engagement.
Ability to manage competing priorities, complex escalations, and changing customer requirements.
Proficiency in customer relationship management, project tracking, reporting, and data analysis tools.
Ability and willingness to travel as required.
工作职责
Strategic Major Account Management
Own the overall relationship and engagement strategy for assigned major customers.
Serve as the primary customer contact and trusted business partner for strategic stakeholders, including technical, operational, procurement, and senior management contacts.
Develop and maintain customer account plans based on customer priorities, business objectives, technical requirements, product usage, and future opportunities.
Build a deep understanding of customer operations, decision-making processes, challenges, and long-term plans.
Establish regular customer governance routines, including technical reviews, executive updates, and improvement discussions.
Ensure customer expectations are understood internally and translated into clear priorities, actions, and commitments.
Strengthen customer satisfaction, retention, trust, and long-term partnership with the company.
Customer Needs Analysis and Solution Development
Identify customer business and technical needs and translate them into practical solutions, service plans, and improvement initiatives.
Provide customers and internal colleagues with appropriate technical, operational, and solution-oriented recommendations.
Identify opportunities to improve product usability, operational efficiency, service quality, and customer self-sufficiency.
Ensure proposed solutions are aligned with customer value, business priorities, technical feasibility, quality requirements, and applicable compliance standards.
Technical Service, Escalation, and Complaint Management
Act as the key coordination point for major customer technical service needs and escalations.
Oversee multi-channel customer inquiries, including email, phone, virtual meetings, and on-site engagement, ensuring timely and effective response in line with agreed service levels where applicable.
Lead the coordination of complex troubleshooting cases and ensure the right technical and operational resources are engaged.
Manage major customer complaints end to end in collaboration with Technical Service, Manufacturing, Supply Chain, and other responsible functions.
Ensure investigations, root-cause analyses and customer communications are coordinated and completed within agreed timelines.
Maintain clear ownership, action tracking, and communication throughout the resolution process.
Identify recurring issues and convert customer feedback and case insights into improvement initiatives across the account and relevant product portfolio.
Customer Success, Training, and Adoption
Develop and coordinate customer success plans that support product adoption, operational performance, service quality, and long-term customer value.
Design and deliver, or coordinate, advanced technical and operational training based on identified customer needs.
Support customer teams in improving product usability, process understanding, troubleshooting capability, and self-sufficiency.
Integrate training, knowledge transfer, and change enablement into relevant customer projects and account plans.
Measure the effectiveness of training and solution implementation and adjust activities based on customer feedback and business outcomes.
Cross-Functional Collaboration and Influence
Build effective working relationships across the company and lead cross-functional collaboration for major customer priorities.
Establish clear ownership, roles, responsibilities, and timelines for customer-related actions and projects.
Influence stakeholders and drive accountability in a matrix organization, including where there is no direct reporting relationship.
Facilitate alignment between customer expectations and internal capabilities, priorities, and constraints.
Represent the voice of the customer internally and ensure customer insights inform service, product, quality, and business improvements.
Promote a customer-centric, collaborative, and solution-oriented culture.
Performance Management, Reporting, and Governance
Establish and monitor account and customer service KPIs, such as customer satisfaction, NPS or CSAT where applicable, case cycle time, complaint closure, project milestone achievement, customer visits, solution adoption, retention, and business growth.
Prepare customer account reviews, executive dashboards, project updates, and management reports.
Translate customer and performance data into clear insights, priorities, and action plans.
Maintain accurate account plans, project plans, risk registers, action logs, decision records, complaint records, and other relevant documentation.
Conduct regular account and project reviews to assess progress, risks, customer sentiment, value realization, and next steps.
Use customer feedback, operational data, and case trends to drive continuous improvement.
Compliance, Quality, Risk, and Safety
Ensure customer engagement, technical service, project execution, and solution implementation comply with applicable regulatory, quality, safety, and corporate standards.
Integrate quality, compliance, and safety requirements into account plans, customer projects, training activities, and issue resolution.
Apply risk-based decision-making when managing complex, multi-product, and customer-facing situations.
Ensure appropriate documentation, approvals, escalation, and communication are completed in accordance with relevant requirements.
Promote a strong quality and safety culture among internal teams, customers, and project stakeholders.
优先资格
Experience with strategic account planning, customer governance, or key account programs.
Experience with customer implementation, operational excellence, continuous improvement, or change enablement.
Knowledge of bioprocessing, pharmaceutical manufacturing processes, or related
AI 洞察
优缺点分析
优点
- 依托跨国药企头部平台，接触行业顶尖客户与前沿工艺解决方案，职业背书强
- 工作内容兼具技术深度与商业广度，能系统性锻炼大客户管理与复杂项目协调能力
- 福利体系完善，注重员工成长与多元化包容文化
- 面对高端客户的技术投诉与紧急升级，需保持高抗压状态与快速响应能力
- 适合具备扎实生物医药技术背景、擅长人际沟通与资源整合的复合型职场人士，追求稳定平台与长期职业发展，能适应快节奏与跨部门协作环境
缺点 / 挑战
- 需频繁协调生产、供应链、技术服务等多部门，矩阵式管理下的资源博弈与进度压力较大
- 部分工作涉及高频出差与现场支持，对精力分配提出挑战
角色解读
- 可向区域大客户总监、客户成功负责人或工艺解决方案业务线管理者发展
- 也可横向拓展至商业化战略、市场准入或高端技术咨询领域，积累深厚行业人脉后具备独立负责产品线或新市场的潜力
- 负责核心大客户的战略关系维护与技术需求对接，充当客户与公司内部技术、生产、供应链团队的桥梁
- 主导复杂技术问题的排查与升级处理，端到端管理客户投诉与项目交付
- 制定并执行客户成功计划与培训方案，提升客户产品采用率与自主运营能力
- 精通大客户管理与客户关系维护，具备深厚的生物医药/工艺解决方案行业背景
- 出色的跨职能协调与矩阵组织影响力，能在无直接汇报权下推动项目落地
- 优秀的中英文沟通表达能力与数据分析/报告撰写能力
申请策略
- 提前研究默克Process Solutions核心产品线及目标客户群体，面试时结合具体案例展示“技术+商业”双轮驱动思维
- 主动了解外企矩阵组织运作逻辑，准备如何化解跨部门冲突的实战经验
- 突出8年以上生物医药/工艺领域经验，量化展示核心大客户管理成果（如续约率、满意度提升、业务增长贡献）
- 强调跨部门项目主导经历，用STAR法则说明如何解决复杂技术投诉或推动产品落地
- 附上中英文双语沟通与数据分析工具熟练度证明
- 强化CRM系统与项目管理软件（如Salesforce, Jira, MS Project）的高级应用
- 补充精益六西格玛或持续改进方法论，提升运营效率与根因分析能力
- 关注生物医药行业最新合规政策与工艺发展趋势
面试指南
- 采用STAR结构（情境-任务-行动-结果），重点突出“客户视角+内部协同+数据验证”
- 针对跨部门协作，强调“利益对齐、透明沟通、向上管理、共赢机制”
- 针对合规与诉求冲突，体现“原则底线+柔性替代方案+分级上报”的逻辑
- 请分享一个你成功解决的重大客户技术投诉案例，你是如何协调内部资源并闭环处理的？
- 在矩阵组织中，当其他部门负责人不配合你的项目进度时，你会如何推动？
- 如何平衡短期客户诉求与长期公司合规/质量标准之间的矛盾？
- 梳理过往3-5个典型大客户管理与技术攻坚案例，准备好数据支撑与复盘思考
- 复习生物医药工艺基础知识与GMP合规要点
职位点评
薪资福利85
成长发展80
工作生活65
使命价值75
薪资福利
85较高
岗位要求8年以上资深经验，结合客户管理与技术协调复杂度，市场同类岗位薪酬定位中上，福利体系规范。
薪资信号未披露（AI估算：3.5千–6.0万/月）
成长发展
80较高
岗位聚焦核心客户与复杂项目交付，能深度积累生物医药工艺解决方案与大客户管理经验，内部培训与多元文化环境支持长期成长。
技术前沿主流现代技术
技术栈Process Solutions、Bioprocessing、CRM、Project Tracking、Root-cause Analysis
成长机会develop and grow at your own pace、training、knowledge transfer
业务类型profit_center
工作生活
65中等
外企通常注重WLB与弹性文化，但岗位明确要求出差且需应对客户紧急升级，实际工作节奏受客户节点影响较大，灵活性中等。
工作模式未明确
办公地点未明确
加班情况未提及（无法判断）
使命价值
75中等
聚焦生命科学工艺解决方案，直接服务于医疗与生命健康领域，具有明确的社会价值与行业使命感，契合改善人类健康的愿景。
行业发展稳定成熟行业
社会影响正向社会影响力较高
使命信号enrich people’s lives with our solutions in Healthcare, Life Science、champion human progress
创新程度积极采用新技术
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