Responsibilities

• Lead the regional team to build a plan to land new clients and develop existing ones.
• Ensure operational performance metrics are met per customer agreements.
• Establish and maintain a strong governance program with the customer based on communication of value delivery and key performance indicators in order to drive continuous improvement efforts
• Responsible and accountable to forecast of revenue and margin
• Deliver financial commitments against annual operating plan (AOP) targets.
• Define and lead execution of account growth and margin expansion actions.
• Partner with Service Operations regarding service parts planning, inventory management processes and managed service activities
• Leverage and align with service delivery and customer care best practices, processes and procedures across account sites and geographies.
• Analyze and effectively articulate customer account data to identify process gaps and work with functions to implement root cause corrective/preventative actions.
• Develop and execute strategy to successfully and consistently implement/on-board new personnel and support expansion of existing program in the most efficient/effective manner.
• Leverage tools and global best practices to support program expansions and existing program including but not limited to: inventory tools, contractual documentation (Master Services Agreement, Statement of Work), Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements.
• Lead partnership with organization to establish communication, governance and reporting schedules in order to measure success against customer expectations and contractual terms.
• Interact with field, customer, and client personnel & visit customer sites to better understand their laboratory goals, challenges and identify opportunities to deliver incremental value, improving business outcomes for our customer. Provide this feedback to Business leadership.
• Drive collaboration across the OneSource business team to implement processes to maximize customer lifetime value & customer satisfaction. Effectively serve as the point of escalation to the program management function across internal teams, ensuring effective and consistent service delivery.
• Enable opportunities for the commercial personnel to expand customer relationships both during the contact term & renewal process.
• Work with Functional and Business teams to build and execute plans regarding Manage to Passthrough, Manage to Maintain, and strategies regarding third party vendor management.
• Participate on new program implementation teams as the Service Delivery SME
• Work as part of the OneSource leadership team participating in business level projects and understanding and communicating OS business goals and priorities to the account teams.
• Accountable for account specific human capital management to maximize revenue and margin potential for the business while maintaining and improving customer satisfaction.
• Accountable for positive leadership and culture through ongoing direction, coaching, and career development of colleagues
• Promote a safe working environment and ensures compliance with applicable EHS policies and procedures.
• Comply with applicable PerkinElmer and client Quality policies and procedures.
• Collaborate with Quality to identify, characterize and act to eliminate/prevent field defects resulting from products, process and personnel.

Global travel up to 35% to customer locations, conferences, internal meetings, etc.