Director Global Customer Service Jobs (NOW HIRING)

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Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Senior Director, Global Strategic Accounts

Position Summary

The Senior Director, Global Strategic Accounts, is a senior commercial leader responsible for driving enterprise growth, strategic partnerships, and global account performance across the company’s most critical customers, including leading pharmaceutical organizations, contract testing laboratories (CTLs), and select global strategic accounts.

This role combines direct account ownership, enterprise selling, and people leadership. The successful candidate will lead a team of Global Account Leaders while personally managing a select group of flagship, high-value global accounts.

Operating within a Global Account Management (GAM) framework, this leader will define and execute multi-year account strategies, build executive-level partnerships, and deliver measurable commercial outcomes through cross-business collaboration.

Scope & Scale of Role

• Direct ownership of a portfolio of global strategic accounts representing significant annual revenue (+$300M)
• Direct management of 2–5 flagship global accounts, including top-tier pharmaceutical and CTL customers
• Leadership of a team of Global Account Managers across multiple regions (Americas, EMEA, APAC)
• Accountability for global revenue growth, pipeline, and long-range account planning
• Responsibility for influencing multi-BU engagement across a diverse portfolio of products, services, and solutions
• Engagement with C-suite and senior executive stakeholders, both internally and within customer organizations
• Operates in a highly matrixed, global environment, requiring alignment across commercial, product, and operational teams

Key Responsibilities

Global Account Strategy & Execution

• Define and lead multi-year global account strategies aligned to customer priorities and business objectives
• Translate strategy into clear execution plans, pipeline development, and revenue outcomes
• Identify and capture whitespace opportunities across regions, BUs, and service offerings
• Drive disciplined account planning aligned to GAM standards

Commercial Leadership & Results Delivery

• Own and deliver against revenue, growth, and profitability targets for assigned accounts
• Lead complex, multi-region deal strategies, including enterprise agreements and long-term partnerships
• Build and maintain a robust, high-quality pipeline with accurate forecasting
• Champion value-based selling and measurable customer impact
• Initiate and scale strategic programs and projects that unlock new growth

People Leadership & Team Performance

• Lead, coach, and develop a high-performing global account team
• Establish clear performance expectations, KPIs, and accountability mechanisms
• Build organizational capability in strategic selling, account planning, and executive engagement
• Drive a culture of ownership, collaboration, and results orientation

Enterprise & Cross-BU Orchestration

• Align and mobilize resources across Business Units, regions, and functions to deliver integrated solutions
• Drive execution of a “One Company” approach within strategic accounts
• Influence senior internal stakeholders to prioritize investments and strategic initiatives
• Balance global consistency with regional execution needs

Executive Customer Engagement

• Build trusted relationships with C-suite and senior decision-makers
• Act as executive sponsor for top-tier accounts
• Lead executive business reviews, governance forums, and strategic planning sessions
• Serve as the senior escalation point for complex, high-impact issues

Performance Management & Governance

• Establish strong operating cadence, governance, and communication rhythms
• Track and drive performance across revenue, pipeline, customer satisfaction, and strategic initiatives
• Identify risks early and implement corrective actions
• Partner with Finance on forecasting and long-range account planning

Qualifications

• Bachelor’s degree required; advanced degree (MBA or scientific discipline) preferred
• 12–15+ years of experience in strategic account management, enterprise sales, or commercial leadership within life sciences
• Strong experience managing global pharmaceutical and/or contract testing laboratory (CTL) accounts
• Proven track record of owning and growing large, complex, multi-region accounts with clear revenue accountability
• Demonstrated success in leading and developing high-performing teams in a matrixed organization
• Strong executive presence with experience engaging C-level stakeholders

Key Competencies

• Strategic thinking with strong execution discipline
• Results orientation and commercial accountability
• Executive relationship management
• Cross-functional leadership and influence
• Financial and business acumen
• Complex negotiation and deal leadership

What Success Looks Like

• Consistent delivery against revenue and growth targets across strategic accounts
• Expansion of share of wallet and enterprise partnerships within pharma and CTL customers
• Strong, durable C-suite relationships and customer advocacy
• A high-performing, accountable global account team

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards