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About The Company
This early stage startup is at the forefront of leveraging software innovation in the scientific lab setting to accelerate the ability to discover new materials. Being founded by serial entrepreneurs with successful exits, the offering is a comprehensive digital platform that consolidates, organizes, and allows access to a digital repository of information that drastically increases lab efficiency. Already boasting one of the largest global companies in the world as an early customer, there is a need for a foundational Enterprise CSM to define best practices for full customer lifecycle processes.
The Role
In this role, you will serve as a vital extension of our brand, acting as an enthusiastic product ambassador and deeply engaging with customers across various verticals, from individual contributors to C-suite executives. Your primary focus will be on understanding and optimizing customer workflows, enhancing product usage, and advocating for solutions to address customer pain points.
Key Responsibilities:
Brand Representation: Act as a passionate ambassador for the product, building and nurturing strong customer relationships across all levels of an organization, from individual contributors to C-suite executives.
Customer Workflow Analysis: Thoroughly understand and document customer workflows to ensure optimal product usage throughout the entire customer journey. Become a subject matter expert on product configurations, data migration, and both in-person and virtual training.
Pain Point Advocacy: Identify and analyze customer pain points, advocating internally for necessary improvements or solutions. Prepare and deliver qualitative and quantitative analyses for presentations to senior executives.
Training & Documentation: Create and maintain comprehensive documentation and training materials to support the wider team. Develop engaging and informative training collateral across various mediums to ensure effective knowledge dissemination.
Technical Support: Provide expert technical support and guidance, assisting customers with product configurations, data migration, and any issues that may arise. Ensure customers receive timely and effective resolutions.
Requirements
2+ years of experience in a customer facing role where building relationships was a key success factor, ideally in a SaaS environment.
A degree in Chemistry, Materials Science, Chemical Engineering, or other science field.
2+ years of experience in a laboratoy/research department.
Strong communication and engagement skills interpersonally as well as at a large scale, i.e., presentations, trainings, etc.
Ability to approach every interaction diplomatically and provide the best solution for all parties.
Ability to problem solve creatively with limited resourcing.
Apply here...
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