Digital Customer Success Intern – FMI

About the role

Roche is looking for a driven, detail-oriented Digital Customer Success Intern to lead a key operational transition in its Singapore market. The main goal is to move Singapore ordering physicians and clinic delegates from a manual, paper-based ordering system onto the centralized Foundation Medicine (FMI) Digital Ordering Portal by the end of 2026. The intern will directly improve clinical workflow efficiency, reduce ordering errors and enhance the customer experience for oncology care providers.

Key responsibilities

• Become a subject matter expert on the FMI digital ordering portal, understand the full user journey and friction points, and update ship-to and sold-to SAP codes with the internal team for each account.
• Reach out to and engage medical oncologists, clinic managers, clinic teams and operations managers at private cancer centres and public institutions still using manual ordering.
• Schedule, organise and host virtual or in-person onboarding and training sessions.
• Create clear, user-friendly training materials, quick-reference guides and FAQs for healthcare professionals and clinical administrative staff.
• Provide hypercare and real-time support after training, helping users place orders live, troubleshoot logins and resolve interface questions.

Required profile

• Currently pursuing or recently completed a Bachelor's degree or diploma in Biological Sciences, Pharmacy or a related field.
• Familiarity with healthcare ecosystems and trends.
• Experience engaging oncologists in Singapore is a plus.
• Exceptional interpersonal and verbal/written communication skills, including comfort with cold-calling and presenting to clinical stakeholders and administrative staff.
• Empathic, patient and solution-oriented mindset.

Required skills

• Quick to learn new software platforms and able to explain technical workflows simply to non-technical users.
• Strong organisational skills to track migration progress and manage timelines to meet the end-of-2026 target.

What we offer

• Hands-on experience owning a local digital transformation project within a leading oncology diagnostics framework.
• Stakeholder management experience with diverse healthcare professionals, from medical oncologists to clinic managers.