Principal Customer Success Consultant

Job description

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.

The Position Job Summary

As a (Principal) Customer Success Consultant, you will act as the dedicated trusted advisor and on-site delivery expert responsible for the end-to-end implementation, adoption, and value realization of Roche’s AI and digital solutions in clinical and hospital environments. Bridging cutting-edge AI technologies, clinical workflows, and customer stakeholders, you will drive on-site deployment, conduct complex cross-functional stakeholder communication, resolve operational and technical roadblocks, and cultivate long-term customer satisfaction and business expansion.

The Opportunity

• On-site Solution Implementation & Delivery Excellence End-to-End Implementation Management: Lead the deployment preparation, workflow streamlining, system integration, data interface connection, and pilot operational roll-out of Roche AI and digital solutions in hospital clinical laboratories, pathology departments, IT departments, and hospital management environments.

Workflow Adaptation & Reshaping

Deeply align with actual clinical workflows across hospitals to optimize and calibrate AI algorithm parameters and system functions, seamlessly integrating standard AI products into hospital-specific protocols to ensure optimal usability and clinical adherence.

On-site Risk & Issue Resolution

Serve as the first-line on-site owner to swiftly troubleshoot and resolve operational and technical bottlenecks (e.g., system interoperability, network firewalls, data standard discrepancies, model edge cases), collaborating closely with RIS and technical support to guarantee on time milestone delivery.

• Clinical Stakeholder Engagement & Change Management High-Level Stakeholder Alignment: Build trusted advisory relationships with lab directors, leading clinicians, chief technicians, hospital CIOs/IT heads, and hospital leadership; articulate AI technical logic, safety boundaries, clinical utility, and operational ROI in clear business and medical language.

Clinical Enablement & Training System

Design and deliver tailored user training, bedside mentoring, and change-management enablement for frontline lab practitioners and clinicians, minimizing friction and fostering active, habitual adoption. User Feedback & Product Continuous Feedback Loop: Systematically capture, synthesize, and prioritize real-world clinical feedback, corner cases, and feature enhancements; collaborate tightly with Product Owners and AI Business Innovation Consultants to fuel product iteration and algorithmic refinement.

Other Tasks

• Knowledge Assets & Best Practice Codification: Codify on-site implementation SOPs, deployment of playbooks and troubleshooting repositories to enrich the enterprise-level AI Delivery Knowledge Hub.

Ad-hoc Projects

Handle ad-hoc projects per Superior and Management's request, and support cross-regional emergency initiatives.

Who you are

Master’s degree or above in Computer Science, Software Engineering, Medical Informatics, Biomedical Engineering, Bioinformatics, Clinical Medicine, or related disciplines (exceptional bachelor’s degree holders will also be considered). 5+ years of hands-on experience in on-site implementation, solution delivery, technical consulting, or customer success for enterprise healthcare software, IVD digital solutions, hospital HIS/LIS/PACS systems, or healthcare AI applications.

At least 3+ years in a Principal, Lead Consultant, or Senior Project Delivery Lead role steering full lifecycle deployments in Tier-3 Class-A hospitals. Proven background in leading multinational IVD/MedTech corporations (MNC), top-tier healthcare AI tech firms, or renowned digital healthcare consulting practices are highly preferred.

AI Technical Delivery Acumen

Familiar with fundamental principles, validation metrics, and performance limits of Machine Learning, Deep Learning, Large Language Models (LLM), and Computer Vision (in digital pathology/diagnostics). Proficient in hospital IT network infrastructure, interface communication standards (HL7, DICOM, FHIR), system integration troubleshooting & SQL （ETL）, Python/Java.

Clinical Workflow Insight

Understanding of routine clinical lab workflows, pathology diagnostic pathways, hospital QC/QA regulations, and multidisciplinary coordination, enabling fluent engagement with lab directors and clinicians in their medical vernacular. Stakeholder Engagement & Change Leadership: Exceptional empathy, stress resilience, and political savvy to negotiate, build consensus, and drive forward momentum across diverse hospital stakeholders in high-pressure environments.

Communication & Language): Strong structured thinking, executive-level presentation, and client workshop facilitation capabilities. Fluent native Mandarin and proficient professional English (verbal and written) for cross-functional and global collaboration. 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.