Customer Success Manager – 3D Cell Culture

Job Title

Customer Success Manager – 3D Cell Culture

Location

Boston

Job Info

Ensure customers have a positive experience implementing new technologies in their lab.

Our client is an exciting startup in the 3D Cell Culture market. We are seeking candidates with customer success and/or technical support experience to ensure new customers have a positive experience in transitioning with their new technology. This is a fantastic opportunity to join a fast-paced high growth company, offering huge potential for career growth!

Key Responsibilities

  • Assist new customers ensuring they have the training and resources needed to be successful with product implementation
  • Work closely with Sales, Field Applications and Field Service Engineers to ensure all pertinent customer needs/ information is shared within the team
  • Develop strong customer relationships by providing routine follow-up to ensure satisfaction and educate on new products/protocols
  • Provide Voice of Customer feedback to product development teams for product enhancements and new product development
  • Design customer experience surveys and analyze feedback

Qualifications

  • BS or higher in Cell or Molecular Biology (or similar life science discipline)
  • Experience in life science or pharma industry; ideally having both lab experience and customer facing experience
  • Previous technical support or customer service experience; CX experience preferred
  • A passion for helping customers and ensuring their success
  • Exceptional communication and interpersonal skills
  • Ability to build and maintain effective working relationships with both internal and external customers
  • Thrives in fast paced environment

Compensation

  • Competitive salary plus bonus and benefits.
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