Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive customer success, satisfaction, and growth throughout the United States.

• Establish and nurture relationships with both existing and prospective clients.

• Comprehend customer business needs, offer pertinent solutions, and maintain consistent communication.

• Uphold technical, application, and product expertise.

• Dedicate substantial time in the lab addressing customer-related challenges and enhancing technical proficiency.

• Conduct market research to pinpoint potential clients, industries, and markets for expansion.

• Prospect and generate leads through networking events, online research, and cold calling efforts.

• Lead and oversee cross-functional projects.

• Perform customer demonstrations and beta tests on-site at client locations.

• Assist customers with post-sales inquiries and technical questions.

• Create training materials and deliver customer training and application guidance.

• Collaborate with the commercial team on business strategies and growth initiatives.

• Identify emerging trends, market shifts, and competitor activities.

• Support marketing strategies and communication efforts.

• Attend and/or participate in scientific conferences, symposia, trade shows, and industry events.

• Stay updated on academic, clinical, and industry trends, as well as competitive landscapes.

• Expand knowledge and network with key opinion leaders in the field.

• Collaborate with marketing, product development, operations, sales, and technical teams.

• Provide client feedback to aid in refining products and services.

• Guide customers from initial engagement and onboarding through long-term adoption and account growth.

⛳️ Requirements

• Bachelor's degree in a life science discipline.

• Minimum of 5 years of demonstrated work experience in customer success, field applications, account management, or technical support within the life science or diagnostics sector.

• Strong analytical and organizational skills with the ability to manage complex projects effectively.

• Exceptional communication and interpersonal skills for collaborating with cross-functional teams and engaging with customers.

• Problem-solving mindset accompanied by robust analytical and troubleshooting skills in practical lab environments.

• Proven track record of successful product launches and lifecycle management.

• Familiarity with regulatory and quality standards pertinent to the life sciences sector.

• Strong project management abilities; capable of prioritizing tasks, adhering to deadlines, and managing multiple projects concurrently.

• Adaptability to a fast-paced and changing environment.

• Self-motivated and goal-driven with a consistent history of meeting or surpassing targets.

• Ability to work independently as well as collaboratively within a team, along with excellent time management and organizational skills.

• Willingness and capability to travel up to 50% of the time, including domestic and occasional international trips, with flexibility for travel that may extend over weekends.

• Proven capacity for divergent thinking and a tendency to challenge traditional methods, processes, and products while building on others' ideas.

• A Master's degree is considered a plus.

• A PhD or equivalent expertise in translational medicine, genetics, or genomics is preferred.

🏝️ Benefits

• Opportunity to have a significant impact in a rapidly growing molecular diagnostics company.

• Collaborative and supportive work culture.

• Opportunities to contribute, grow, and help shape the company's future.

• Innovation, teamwork, and shared success are highly valued.