Job Description
We’re looking for a unique and talented individual to join our Customer Success team. If you have a degree in life sciences, worked with an ELN (Electronic Lab Notebook) during your bench days, "the stage is your ally" (natural presentational skills😉), and people are your passion, you are our match made in heaven.
Our Application Scientist will ensure customers properly and satisfactorily adopt our product by orchestrating technical and scientific implementation, including onboarding, ongoing retention and growth. Through regular meetings, various online communication tools, and webinars, you’ll build strong relationships with our customers persisting through their subscription lifecycle. You’ll be their first point of contact, helping them build programs, processes, and procedures that are successful and repeatable in delivering value.
Key Responsibilities
- Full ownership of assigned strategic accounts and their successful adoption of Labguru™ leading to possible upgrades, referrals, and renewals.
- Work closely with Product and Development teams to promote and tailor suit customer’s needs (advocating and solving issues and wishes)
- Create a professional close relationship with project managers of VIP accounts, including periodical meetings to ensure satisfaction
- Answer support tickets from account users within one business day
- Coordinate immediate fixes for users by our dev team
- Coordinate deployment to VIP account servers with product and dev teams
- Help reach customer success' team KPIs
- Host training and pre-sale webinars
- Regularly track and report activity of VIP accounts
- Contribute articles and videos to our HelpDesk and education platforms.
- Onsite visits/training of potential/existing customers
Requirements
- MSc/Ph.D. in Biology or BSc in Biology with laboratory bench experience (preferably in the biotech/pharma industry)
- Experience working with Labguru (huge advantage)
- Experience in the customer service realm
- Passion for people!
- Demonstrable leadership skills; working both independently and in team settings
- Excellent communication and presentational skills
- Ability and willingness to work flexible hours and travel for onsite visits.
- Willingness to take part in rotation covering absolutely necessary and urgent work matters on weekends and holidays.
- Understand the dynamic environment of CS and share the load with your colleagues.
- Contribute to the team spirit and pleasant atmosphere that makes our team so unique!
- A MUST - Fully fluent in English (oral and written) - Mother tongue is a plus.
- HUGE advantage - Additional languages (@ perfect conversational level).
- Programmatic skills - an advantage.
- Ability and willingness to work remotely.
- A MUST - Green Card Holder OR a US resident.
Benefits
- Fully remote position.
- Flexible hours.
- Great, helpful, friendly and warm colleagues.
Company Description
Labguru was founded to empower scientists with advanced technological tools. Its groundbreaking platform integrates ELN, LIMS, inventory management, automation, and informatics from different sources into one easy-to-use system, rendering it the ultimate lab operations and data management solution.
We apologize in advance for being able to reply only to shortlisted applicants.
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