Job Description

Sr Customer Experience Specialist

San Diego, CA, 92122 - 100% onsite for the most part - can work from home on occasion when customers are not onsite, but must be able to commute to Illumina every day and be onsite when customers are onsite

12 month extendable CONTRACT

Pay Rate: $39.00 - $48.75

Tasks and Responsibilities

• Assess and qualify requests based on sales impact, revenue potential, level of attendees, market segmentation, stage in sales cycle, etc.
• Consult with account managers on successful briefing execution from initial request to create agenda, source discussion leaders and lead prep calls
• Work with senior leadership, sales, marketing, and other departments to create, plan and execute customized briefings that meet the objectives of both the customer and account team
• Facilitate planning calls with account team and discussion leaders to ensure understanding of briefing objectives
• Facilitate briefings to ensure execution of agenda and capture of feedback, notes, and follow-up actions
• Manage experience through various delivery methods: on-site, virtual and hybrid
• Provide feedback to account team and discussion leaders in form of debrief
• Build and maintain relationships with marketing and sales teams, product managers, executives, and administrative partners to ensure the execution of successful briefings
• Maintain detailed knowledge of Illumina products and solutions

Preferred Educational Background

· Bachelor’s degree in marketing, related technical field, or equivalent practical experience.

Preferred Experiential Background

• 3+ years of experience working in a customer experience role
• Experience in medical device, biotech or pharma highly preferred
• Experience working closely with executives (internally and of customers)
• Passionate about Customer Experience – willing to go the extra mile
• Excellent communication and negotiating skills
• Knowledge of Salesforce.com and briefing management software a plus
• Location at San Diego HQ is required
• Working outside of normal business hours may be required

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