Boston, Massachusetts, United States · Customer Success
Description
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.
Requirements
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
Benefits
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
