Job Description

We are seeking a Customer Success Manager to join our team. This individual will support our customers in academia and biopharma. This role is pivotal in managing and enhancing customer experiences from onboarding through sustained use of the RASTRUM™ platform. By fostering strong, meaningful relationships, you will ensure our customers achieve their research objectives.

• Customer Onboarding and Training: Oversee the onboarding process for new customers, ensuring a smooth transition and integration of our platform into their workflows. Conduct training sessions, both remotely and in -person, to educate customers on the effective use of the platform.
• Account Management: Serve as the primary point of contact for customer accounts, managing inquiries, resolving issues, and providing ongoing support to ensure satisfaction and success.
• Scientific Advising: Engage with customers to suggest solutions that enhance their research capabilities through our platform.
• Customer Success: Work closely with customers to understand their needs and feedback, working to enhance their experience and success rates.
• Collaboration and Advocacy: Act as a liaison between customers and internal teams to ensure customer needs are met and feedback is communicated.
• Business Growth: Identify opportunities for expanding business within customer sites. Drive ongoing PrintRun execution and leverage scientific discussions to foster growth and continued engagement.

Qualifications

• Bachelor's degree in a relevant scientific field (e.g., Biology, Biomedicine, Biochemistry, Biotechnology).
• 3–5 years of relevant experience in a customer-facing or scientific support role within the life sciences industry.
• Scientific acumen and ability to engage in meaningful scientific discussions.
• Exceptional communication and relationship-building skills.
• Demonstrated ability to manage multiple accounts and prioritise tasks effectively
• A proactive, solution-oriented approach with a strong customer mindset.

This role is based out of our Wilmington, DE office and requires onsite presence several days per week. Travel: Up to 50%

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