Software Support – Success Specialist

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

📋 Description

• Act as the main point of contact between clients and Transnetyx, ensuring outstanding customer experiences from the onboarding process through to long-term success.

• Offer technical assistance for Colony + AMI Web and iOS applications, which includes software training, breeding strategy advice, project setup, troubleshooting, and continuous customer support.

• Assist clients in transitioning from free trials to paid subscriptions through education, engagement, and exceptional service.

• Track customer adoption and success metrics to enhance software usage and client retention.

• Create customer resources such as FAQs, tutorials, videos, training manuals, and support documentation.

• Conduct engaging virtual demos, webinars, client presentations, and occasional in-person training sessions.

• Quickly address customer inquiries via Live Chat and support ticket systems.

• Work closely with Sales, Product Management, and Support leadership to ensure an outstanding customer experience.

⛳️ Requirements

• A bachelor's degree in Biology, Biomedical Sciences, Life Sciences, or a related scientific field, or equivalent relevant certifications and experience.

• Background in biomedical research related to mouse genetics or colony management.

• Experience in customer-facing support or customer success roles.

• Familiarity with Software-as-a-Service (SaaS) platforms.

• Comfortable employing consultative or relationship-based ('soft sell') customer engagement techniques.

• Proficient in Microsoft Office and quick to adapt to new software applications.

• Capable of working with diverse customers across various cultures and disciplines.

🏝️ Benefits

• Engaging work that contributes to pioneering biomedical research.

• A collaborative, people-centered culture.

• Opportunities to develop your scientific and technical knowledge.

• Cross-functional collaboration with Product, Sales, and Customer Success teams.

• A company dedicated to innovation, integrity, and continuous improvement.