Customer Success Specialist
2 weeks ago
- The Customer Success Specialist is part of the Americas Account Management for eLabNext division and is responsible for supporting regional sales and support activities
- You will bring an unmatched level of customer support, driving a delightful platform experience and ultimately customer success, you are a hero for our customers
- Assist in new customer onboarding, provide customer support and achieve customer success for each customer
- You will be a product expert and will engage directly with customers to help them fully understand how to use our product and provide best practices to enhance user adoption and success
- Handle both direct and indirect customers support emails and phone calls
- Be the voice internally, helping Bio-ITech evolve and refine our product and process
- You have a strong aptitude towards CRM software management tools, can provide reports on a monthly basis
- Work closely with Tech Support and Sales team to drive projects and execute tasks
- Help build our tutorials and documentation
- Organize and lead small customer workshops
- College degree preferred; and/or one to two years related experience and/or training
- 1+ years experience in a customer-facing position, preferably supporting a SaaS product
- Analytical, thorough, and pro-active
- Tech-savvy and can gain technical understanding of the functionality of our software solutions fast
- Life science industry experience is considered an advantage
- Strong interpersonal communication skills and can work cross-functionally across teams, you are a great team player
- Strong organizational skills
- Tenacious attitude, you have a high level of perseverance and do not stop until a problem has been resolved
- Competency with Microsoft Office Suite, particularly Excel
- Experience working ZOHO, JIRA, and Zendesk is a plus
- Experience with the development or support of web-based languages and frameworks such as HTML, CSS, JavaScript, and RESTful API's is a plus
- Competitive total rewards package including health, financial, and education benefits
- Innovative and Collaborative corporate culture
- Contribute to improving the human living condition
- Direct impact on business
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