Director of Enterprise Customer Programs – EMEA (M/F/D)

Agilent encourages and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Want more information on Agilent? Check out www.agilent.com!

As the Director of Enterprise CustomerPrograms (m/f/d), you will be responsible for the success of allEnterprise Customer Programs in EMEA, supporting your team to implement, manage and evolve variousEnterprise Services solutionsand customer programs within, but not limited to, the Enterprise Customer Services, Relocations and Customer Education Services product portfolio. This involvescollaborating with sales and cross divisions and functions with the expressed goal of providing best in class customerexperience to ensure customer retention, continuous improvements, and engagement evolution within all our Enterprise Customer Programs. The ideal candidate will be a people focused manager with the ability to build an environment for the team to put our customers’ needs first, so we can deliver “Trusted Answers” at every opportunity.

Your typical tasks involve:

Team Leadership of Enterprise Program Managers

• Responsible for the overall Enterprise Customer Program within EMEA providingoperational leadership for Enterprise Customer program managers.

• Leads an international team of regional program managers to drive the overall CrossLab Enterprise Business to support the program managers to develop sustainable delivery models and successful implementations of Enterprise solutions, to help customers achieve superior outcomes.  

• A key member of the EMEA Enterprise Services Organisation Management team, contributing and supporting growth of the overall EMEA Enterprise Services Organisation, ensuring that it remains extremely focused on understanding and meeting Enterprise Customer requirements, by building long-term relationships, and achieving high levels of customer satisfaction.

Enterprise Customer ProgramManagement

• Responsible for the establishment and management of a customer program managementgovernance, incorporating structures, standards, processes, communications, and reporting for both country and regional assigned accounts.

• Establishes and manages processes supporting the Project/Program Steering Committee, streamlining communications between Project/Program managers and key collaborators, empowering the committee to engage in meaningful and efficient debate of priorities and resource availability.

• Ensures the success of the overall CrossLab Enterprise Services EMEA business.

Collaboration

• Partnering with local Service Business Managers and Directors to help achieve customer service performance measures and resultsensuring customer retention and long-term customer relationships.

• Develop strong relationships with presales to ensure commercial viability of LPS contracts and their successful implementation, while optimizing pricing and value for Agilent and their customers

• Partners with key organisations to ensure success of all Agilent’s valued added services including, but not limited to Customer Education Services, Relocations, Digital Solutions.

Accountabilities:

• Manage and empower the team to deliver results and drive customer satisfaction and retention.

• Alongside Enterprise Divisions and sales forces, deliver assigned growth target.

• Support the success of Enterprise services business, develop, and implement strategic vision and roadmap for Enterprise Services in EMEA. 

• Collaboration with global program management specialists to drive the development of outstandingcustomer program management solutions.

• Uses expertise and knowledge to provide EMEA resource to assigned Enterprise Services Initiatives

• Seek development opportunities for employees to aid personal development.

• Team building/development and cross-functional leadership skills.

• Customer Services and/or customer program management experience essential, preferably in the life science industry.

• Project Management Training and/or Project Management Professional (PMP) Certified experience is an advantage.

• Operational excellence and quality process improvement experience.

• Demonstrated business acumen; ability to listen and understand client requirements.

• Demonstrated ability to multitask and work on multiple assignments or projects concurrently. 

• Excellent verbal and written communication skills in English with proven ability to communicate complex ideas clearly and easily.  

• On a personal level you have great collaboration and strong interpersonal skills with distinctive decision-making abilities and an entrepreneurial spirit.