VP of Customer Solutions and Support

1 month ago

San Diego, United States Singular Genomics Full time
Job DescriptionJob Description

ABOUT SINGULAR GENOMICS

Singular Genomics is inventing at the forefront of genomics, one of the world's fastest-growing industries. The commercially available G4® Sequencing Platform is a powerful, highly versatile benchtop genomic sequencer designed to produce fast and accurate results. In addition, the company is currently developing the G4X™ Spatial Sequencer, an upgrade to the G4, which will leverage Singular's proprietary sequencing technology, applying it as an in situ readout for transcriptomics, proteomics and fluorescent H&E in tissue, with spatial context. Singular Genomics' mission is to empower researchers and clinicians to advance science and medicine.

We foster a culture of creativity and technical excellence, both catalysts for innovation. We celebrate diversity, emphasize collaboration and, as we rapidly mature, we are constantly looking at ways we can do better for our people.

Our Headquarters are located on the Torrey Pines Mesa, in La Jolla, California at the center of the biotech hub. Our Manufacturing facility is in Sorrento Valley. This role reports to our HQ location.

POSITION SUMMARY:

The VP of Customer Solutions and Support is a key leadership role responsible for managing and overseeing a diverse support team. This team includes field service engineers, field application scientists, technical support, customer service, technical writing, applied bioinformatics, and the customer care lab. Additionally, this position will manage the spatial biology service division, which offers a fee-for-service option for customers. The ideal candidate will be a strategic thinker with strong leadership skills, capable of driving innovation and ensuring exceptional service and support delivery in a fast-paced environment.

Responsibilities:

  1. Team Management:
  • Lead, mentor, and manage a multidisciplinary support team.
  • Foster a collaborative and innovative work environment that encourages professional growth and development.
  • Set clear goals and objectives for the team, ensuring alignment with company strategy and customer needs.
  • Foster a customer-centric culture that prioritizes customer satisfaction and success.
Customer Support and Service:
  • Oversee the onboarding process for new customers, ensuring a smooth transition from sales to implementation and support.
  • Oversee customer support operations to ensure timely and effective resolution of customer inquiries and issues.
  • Develop and implement strategies to enhance customer satisfaction and loyalty.
  • Collaborate with the technical support team to address complex technical issues.
Spatial Biology Service Division Management:
  • Manage and optimize the spatial biology service division, develop and implement strategic plans to drive growth and innovation.
  • Develop and implement business processes to enhance service efficiency and effectiveness for end-to-end delivery of assay services, from project initiation to final reporting.
  • Lead the services core team with the goal of delivering high-quality services to customers.
  • Ensure all assay services adhere to regulatory requirements and industry standards.
  1. Business Process Optimization:
  • Develop statements of work (SOW) for service projects.
  • Continuously improve business processes to enhance service delivery and operational efficiency.
Cross-Functional Collaboration:
  • Work closely with other departments, including R&D, Sales, Operations and Marketing, to ensure alignment and support for customer needs.
  • Foster strong relationships with internal and external stakeholders.
Customer Success:
  • Serve as the voice of the customer within the organization, advocating for their needs and requirements.
  • Develop and implement strategies to maximize customer success and satisfaction.
  • Continuously refine and optimize customer success processes and practices to enhance the customer experience.
  • Monitor and analyze customer feedback and service metrics to identify areas for improvement.
  • Conduct regular check-ins with customers to ensure their satisfaction and to identify opportunities for improvement and growth.
  • Drive initiatives to enhance the overall customer experience.

Qualifications:

  • Advanced degree in a relevant biological field (e.g., Molecular Biology, Genomics, Bioinformatics).
  • Proven experience in a senior leadership role within customer support and/ or service in the biotech or life sciences industry.
  • Experience with CRM and customer success platforms.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Ability to work independently and lead cross-functional teams.
  • Demonstrated ability to optimize business processes and improve service delivery.
  • Proven track record of enhancing customer satisfaction, retention, and growth.
  • Ability to think strategically and drive innovation.

Preferred Qualifications:

  • Strong knowledge of NGS technologies and/or spatial biology.
  • Experience managing assay service divisions or service-oriented businesses.
  • Strong technical writing skills.
  • Familiarity with applied bioinformatics and customer care / support lab operations.

The estimated base salary range for this role based in the United States of America is: $192,500 to $303,600. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, location where the role is to be performed, internal equity, and alignment with market data. Should the level of the role change during the hiring process, the applicable salary range may be updated accordingly. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package.

Singular Genomics is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Singular Genomics is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can provide their name and contact information to our Accommodations team at accommodationsrequest@singulargenomics.com. Your request will be responded to as soon as possible.

Please note: Singular Genomics does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Singular Genomics employees.

  • VP of Product

    6 days ago

    San Diego, United States Virgo Surgical Video Solutions Full time

    Job DescriptionJob DescriptionOur MissionVirgo is building the future of endoscopy through:Scalable data captureInnovative AI solutions for clinical trialsAI foundation models to accelerate precision medicineSince launching in 2018, Virgo has amassed the world's largest dataset of endoscopy videos. Now, we are leveraging that proprietary data to build...

  • VP of Sales

    2 weeks ago

    San Diego, United States Quake Global Full time $130,000 - $150,000

    Job DescriptionJob DescriptionQUAKE GLOBAL is growing and YOU can grow with us. You can be a part of Quake’s future and share in the excitement.Founded in 1998, Quake Global is the leading manufacturer of Machine to Machine (M2M) Modems for advanced data acquisition through Satellite, Cellular, Wi-Fi, BLE and GPS. Quake provides powerful solutions for...

  • VP of Customer Success

    2 months ago

    San Francisco, United States Relyance AI Full time

    As Relyance AI’s VP of Customer Success , you will be a member of the Executive Team responsible for building a scalable, data-driven Customer Success function. You will drive customer goals, product utilization, and revenue expansion by ensuring engagement, success, retention, renewal, and growth. You must be a proven leader who is hardwired to build and...

  • VP, Customer Support

    2 months ago

    San Francisco, United States Roostify Full time

    **VP, Customer Support** at Roostify Remote USA **Who We Are** At Roostify, we are a team of innovative thinkers on a mission to reinvent the home lending experience. We believe that home lending should be a fair, fast, and transparent experience for lenders and homebuyers. So, we designed an innovative platform that simplifies the lending experience and...

  • VP Customer Success Business Ops

    4 weeks ago

    San Mateo, United States Penn Foster Inc Full time

    San Mateo, CA, United States of America General Summary The VP – Customer Success Business Ops & Support is expected to be the leader for the following business operations: Accrualify system Implementations, Product Development, Customer Success, internal operations including revenue, upsell and renewals. This position requires an understanding of...

  • Customer Support Specialist

    6 days ago

    San Diego, California, United States U.S. Legal Support Full time

    Job OverviewAre you passionate about delivering exceptional customer service and possess strong communication skills? Do you enjoy troubleshooting and assisting others?U.S. Legal Support is looking for a Customer Support Specialist who demonstrates excellent listening abilities, attention to detail, and proficient problem-solving skills. The responsibilities...

  • VP of mortgage lending

    4 weeks ago

    San Diego, United States Guaranteed Rate Affinity Full time

    Company Description Guaranteed Rate Affinity, a partnership between Anywhere Real Estate Inc. and Guaranteed Rate, offers low mortgage rates, exceptional customer service, and a streamlined process. The company originates and markets its services to real estate brokerage and relocation subsidiaries, including Cartus, nationwide. Guaranteed Rate owns a...

  • Customer Support Associate

    2 weeks ago

    San Diego, California, United States Divergent Marketing Solutions Full time

    Job OverviewAs a Customer Support Associate at Divergent Marketing Solutions, you will engage in a range of activities aimed at enhancing customer satisfaction while supporting our sales and acquisitions team. Below is a comprehensive outline of your responsibilities:PRIMARY RESPONSIBILITIES:Facilitate customer transactions efficientlyGenerate customer...

  • Customer Support Associate

    2 weeks ago

    San Diego, California, United States Divergent Marketing Solutions Full time

    Job OverviewAs a Customer Support Associate at Divergent Marketing Solutions, you will engage in a range of activities designed to enhance customer satisfaction and assist our sales and acquisitions division. Below is a comprehensive outline of your responsibilities:PRIMARY DUTIES:Facilitate customer transactions efficientlyCreate customer tickets,...

  • Customer Support Associate

    2 weeks ago

    San Diego, California, United States Divergent Marketing Solutions Full time

    Job OverviewAs a Customer Support Associate at Divergent Marketing Solutions, you will engage in a range of activities designed to enhance customer satisfaction while supporting our sales and acquisition initiatives. Below is an outline of your key responsibilities:PRIMARY RESPONSIBILITIES:Facilitate customer transactions efficientlyCreate customer tickets,...

  • Sales Support Specialist

    7 days ago

    San Antonio, Texas, United States VP Racing Fuels Full time

    Job OverviewPosition Summary:At VP Racing Fuels, we are dedicated to empowering our customers with exceptional service and support. The Sales Support Specialist plays a crucial role in ensuring a seamless experience for our clients, showcasing a passion for customer satisfaction and a commitment to excellence.Key Responsibilities:Act as the primary point of...

  • VP of Product Management

    2 days ago

    San Francisco, California, United States Tbwa ChiatDay Inc Full time

    About the RoleWe are seeking a highly skilled and experienced VP of Product Management to lead our payer solutions team. As a key member of our product organization, you will be responsible for driving product strategy, development, and execution for our payer risk adjustment and quality management solutions.Key ResponsibilitiesDevelop and execute product...

  • Senior Customer Support Manager

    3 days ago

    San Diego, California, United States Motorola Solutions Full time

    Job DescriptionJob Title: Senior Customer Support ManagerJob Summary:The Senior Customer Support Manager is responsible for managing the lifecycle service business for assigned customer contracts and ensuring customer satisfaction with Motorola Solutions Public Safety Customers. This role requires strong leadership and communication skills to effectively...

  • Customer Engagement Specialist

    7 days ago

    San Antonio, Texas, United States VP Racing Fuels Full time

    Job OverviewPosition Summary:At VP Racing Fuels, we are dedicated to delivering exceptional service and support to our valued customers. We are seeking a passionate and enthusiastic individual to take on the role of Customer Engagement Specialist. This position requires a proactive approach to customer interactions, emphasizing the importance of personal...

  • Customer Engagement Specialist

    2 weeks ago

    San Antonio, Texas, United States VP Racing Fuels Full time

    Job OverviewPosition Summary:At VP Racing Fuels, we are dedicated to empowering our customers with exceptional service and support. The ideal candidate for the front desk role should possess a genuine enthusiasm for customer interaction and a commitment to promoting health and fitness.Key Responsibilities:Serve as the initial point of contact for clients and...

  • VP of Sales

    4 weeks ago

    San Diego, United States Quake Global Full time

    Job DescriptionJob DescriptionQuake Global is seeking an experienced and dynamic Vice President of Sales to lead our efforts in expanding our industrial telematics modem product line across the global market. The VP of Sales will be responsible for significant business growth by developing and managing both direct and indirect sales channels, closing deals...

  • Office Support Specialist

    4 days ago

    San Antonio, Texas, United States VP Racing Fuels Full time

    Job OverviewVP Racing Fuels is a leading fuel technology company seeking a highly motivated and detail-oriented Administrative Assistant to join our team. As an Administrative Assistant, you will provide comprehensive support to various departments, ensuring smooth day-to-day operations and excellent communication skills.Key ResponsibilitiesAdministrative...

  • Inside Sales Manager

    4 weeks ago

    San Antonio, United States VP Racing Fuels Full time

    Job DescriptionJob DescriptionDescription:TITLE: Inside Sales ManagerFLSA Classification: ExemptDepartment: Branded RetailRev Date: 7.2023Reports to: VP Branded RetailVP Racing Fuels, one of the premier racing fuel companies in the world, is seeking a dynamic, forward-thinking Inside Sales Manager to grow VP’s branded gasoline stations within assigned...

  • VP of Customer Success

    6 days ago

    San Francisco, United States Akia Services Full time

    Akia is a venture-backed startup founded by ex-Meta engineers. We are an AI-powered guest journey platform that solves challenges around having too much to do. By seamlessly integrating messaging and automation into existing workflows, Akia is the driving force behind relaxing vacations. As the VP of Customer Success, you’ll play a critical role to build...

  • Customer Support Specialist

    6 days ago

    San Diego, California, United States A-Line Staffing Solutions Full time

    Job OverviewA-Line Staffing Solutions is seeking a Customer Support Specialist to join our team, focusing on providing exceptional service for a leading consulting firm. This role offers the opportunity to work with a Fortune 500 organization and presents significant career advancement possibilities.Position Details:This is a full-time position, requiring...