Intern - FMI Digital Customer Success

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

Position Overview

We are seeking a driven, detail-oriented Digital Customer Success Intern to lead a critical operational transition within our Singapore market. Your primary goal will be to migrate our network of Singapore ordering physicians and clinic delegates from a manual, paper-based ordering system onto the centralized Foundation Medicine (FMI) Digital Ordering Portal. This is a high-impact role where you will directly influence clinical workflow efficiency, reduce ordering errors, and enhance the overall customer experience for oncology care providers by the end of 2026.

Key Responsibilities

1. Platform Expertise

• Become a subject matter expert (SME) on the FMI digital ordering portal.
• Understand the end-to-end user journey, potential friction points, and the distinct advantages of digital ordering over manual processes.
• Conduct updates of ship-to and sold-to SAP codes with internal team for each account.

2. Stakeholder Engagement & Training Coordination

• Proactively reach out to and engage medical oncologists, clinic managers, clinic team, and/or operations manager from private cancer centres and public institutions currently relying on manual ordering.
• Schedule, organize, and host virtual or in-person onboarding and training sessions to facilitate a smooth transition to the portal.

3. Content & Materials Creation

• Develop clear, concise, and user-friendly training materials, quick-reference guides, and FAQs tailored to busy healthcare professionals and clinical administrative staff.

4. Hypercare & Real-Time Support

• Provide "hypercare" and dedicated standby support immediately following training sessions.
• Assist users in real-time with live order placements, troubleshooting initial logins, and resolving user interface queries to ensure a seamless adoption experience.

Qualifications & Skills

• Education: Currently pursuing or recently completed a Bachelor’s degree/Diploma in Biological Sciences, Pharmacy, or a related field.
• Familiarity with the healthcare ecosystems and trends relevant to the healthcare industry.
• Experience in engaging oncologists in Singapore is a plus.
• Communication: Exceptional interpersonal and verbal/written communication skills. You must feel comfortable cold-calling and presenting to clinical stakeholders and administrative staff.
• Tech-Savviness: Quick to learn new software platforms and capable of translating technical workflows into simple instructions for non-technical users.
• Project Management: Strong organizational skills with the ability to track migration progress and manage timelines effectively to meet the end-of-2026 target.
• Mindset: Empathic, patient, and solution-oriented. You understand that changing user habits requires persistence and a customer-first approach.

What You Will Gain

• Hands-on Experience: Direct ownership of a local digital transformation project within a leading oncology diagnostics framework.
• Stakeholder Management: Experience interacting with diverse healthcare professionals, from medical oncologists to clinic managers.
  

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.