Post Sales Customer Relationship Specialist

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. Position A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. This exciting opportunity engages with two exciting and diverse Business Development focus areas within Roche Diagnostics Australia (RDA), Roche Foundation Medicine (RFM) cancer genomic services and CustomBiotech solutions for biomanufacturing. The Customer Relationship Specialist is a critical touchpoint with Patients, Healthcare Professionals (HCPs) and Customers. This role focuses on delivering a seamless and "industry leading" experience in all areas, especially ordering, distribution and “industry‑leading” customer experience. This role will ultimately contribute to the success of the business strategies that directly drive growth of our RFM and CustomBiotech portfolios, keeping RDA at the forefront of innovation. As the Customer Relationship Specialist , you will be the main point of contact for post sales and marketing activities, managing both internal and external stakeholder relationships to deliver results. As the bridge between supply chain and our broad customer base, you will be actively executing the targeted strategies and interactions ensuring the customer experience is fully optimised and RDA achieves its growth objectives. Core Responsibilities As our Customer Relationship Specialist , you'll be the champion of our post‑sales process of the two portfolios, ensuring every interaction drives satisfaction and growth. Your key responsibilities include but are not limited to: Own the Customer Journey : Oversee, map and continuously optimise the end‑to‑end customer experience, using customer satisfaction KPIs to ensure an industry‑leading service. Drive Customer Success : Build and manage relationships with key accounts, ensuring all contractual milestones are met and fostering long‑term loyalty. Manage Operations & Supply : Oversee all order‑to‑delivery workflows, actively liaising with Finance, Supply Chain, and Demand Planning teams. You will utilise internal systems (CRM, Inventory, Finance) to ensure continuity and proactively identify process improvements. Analyse & Improve : Create, monitor and analyse operational metrics and customer satisfaction KPIs. Identify and swiftly implement corrective actions to keep RDA meeting and exceeding customer expectations. Collaborate on Growth Initiatives : Collaborate with Marketing and Business Development teams on creation of marketing assets and creation and monitoring of digital marketing activities (e.g., targeted email campaigns, web content) to increase customer growth and retention, build knowledge, and deepen interactions within our portfolios. Customer Enquiries : Efficiently manage and triage all customer and HCP enquiries, escalating promptly to Medical Affairs and Global teams when required. Who you are You have a university degree in marketing, business, science, or healthcare or equivalent, and p roject management qualifications would be a plus Demonstrated experience in customer service / sales support / account management / logistics / patient journey support within the healthcare and related industries Understanding of molecular diagnostic technologies would be desirable Up to date knowledge of relevant Australian standards, guidelines and compliance requirements with respect to engaging healthcare professionals and patients As a results‑driven self‑starter, you: Understand the broad context for decisions and reflects that context in how decisions are made Think through problems and considers impact of solutions Communicate in a concise and clear manner that supports expeditious and effective decision‑making Build strong collaborative relationships with key stakeholders Seeks candid feedback on performance and provides appropriate feedback to others This on‑site role requires full eligibility to live and work in Australia. We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in‑house Talent Acquisition team. What we offer Roche offers rewarding growth opportunities and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders. Roche encourages a high‑performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well‑being, and our patients. Our work gives people more time to be with the ones they love. Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for Infectious Disease, Cardiovascular Metabolic, Oncology, Neurology, Immunology and Ophthalmology. We care about you – as a whole person. That's why we place your individual health, and professional growth at the very heart of what we do. Your well‑being is one of our top priority, because when you're thriving, we all succeed. We offer access to mental health awareness and wellness initiatives that cater to your unique needs – because we understand that well‑being is personal. We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any impact on our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances or workplace adjustment that may require consideration. 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. #J-18808-Ljbffr