- Strategic owner. Will own customer relationship for major life science customers
- Will be responsible from sales handoff through renewals and expansion.
- This includes:
- Successful kickoff and expectation setting (in collaboration with Sales)
- Project management during onboarding (in collaboration with Technical Ops)
- Lead customers to value identification, realization, and ROI
- Socialization of the project and key results within the account
- Oversee onboarding of new accounts
- Relationship builder. Responsible for building relationships with cross-functional stakeholders within our enterprise customers. Provide functional and analytical guidance to a wide range of stakeholders within a customer account - coaching client to achieve success metrics and milestones.
- Explorer. Build relationships beyond the scope of current groups we are working with to discover new opportunities. Help sales in mapping out the organization and be a key contributor to the overall account strategy
- Revenue generator. This position will own the renewal process for accounts. Identify, source, and help close expansion opportunities.
- Strategic partner. Will lead Strategic Business Reviews, build presentations, and provide recommendations to customer executive sponsors and steering committees.
- Educator. Conduct product training for new customers and for new users. Be voice of customer, ensuring tight feedback to TetraScience product, engineering, and operation teams.
- Process builder. Identify and lead opportunities to improve the Customer Success processes.
- 4+ years experience as a Customer Success Manager or Technical Account Manager.
- Past experience working in a software company
- Solution-oriented delivery focused on enterprise customers (Fortune 500)
- Experience serving Life Science industry is a plus but not a “must have”
- Technical background. A degree in scientific or engineering-related discipline.
- Self-motivated, autonomous. The role will require someone to take the initiative when working with their enterprise customers.
- Bonus: 2+ years experience in solution engineering, professional services, technical support, and/or implementation project management - related to complex enterprise software solution delivery.
- Ability to thrive in ambiguous situations and are comfortable building out new processes in real time.
- Strong project management abilities, written and verbal communication skills, and presentation capabilities.
- High attention to detail and organization skills. Must be willing to juggle many things at once and prioritize effectively.
- Creative problem solvers who can think strategically on the fly.
- Enjoys working closely with customers to ensure value is realized beyond established customer success metrics.
- Work location in Boston office, ability to travel up to 20% in continental USA
- Work in a fast-paced environment with smart, hard-working people passionate about improving the way science is done.
- Comprehensive Health, Dental, Vision Insurance
- Considerate maternity / paternity policy that exceeds industry norm
- Unlimited vacation policy
- Competitive compensation
- Weekly catered team lunch, free snacks/beverages
- Monthly team social events/activities
