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Customer Success Manager, Scientific Analysis Software, QDI
1 month ago
Overview At the heart of QIAGEN’s business is a vision to make improvements in life possible. We are on an exciting mission to make a real difference in science and healthcare. Our most valuable asset are our employees – more than 6000 in over 35 locations around the world. Our ambition is to ensure we have outstanding and passionate people working in the best teams and we are constantly looking for new talent to join us. If you are looking to advance your career, are seeking new challenges and opportunities, enjoy working in dynamic and international, diverse teams and want to make a real impact on people’s lives, then QIAGEN is where you need to be. Position Description QIAGEN Digital Insights is a leading provider of data analysis tools for biological research and development, including Ingenuity Pathway Analysis, OmicSoft, CLC Genomics Workbench, and the Biomedical Knowledgebase. This Customer Success Manager (CSM) position is an exciting role where you will build relationships with, and support, a wide range of scientists, primarily at large pharma and biotechnology organizations. The CSM is responsible for growing adoption of QDI products and services within major accounts. The CSM will work with account managers to implement account strategy, build product awareness, and proactively reach out to users to generate awareness of product, services and/or training value. The CSM will be responsible for onboarding new users, organizing training events, and delivering basic product training. Working across several customers, the CSM will need to be detail-oriented and have good organizational and project management skills. A strong scientific and technical foundation is required to understand customer needs and the application of QDI products. This is a full-time, field-based (home office with travel) role. Candidates should be prepared to travel an average of 10-30%. The amount of overnight travel will depend on home office location. Responsibilities: Initiate, organize, and coordinate meetings with potential, new or existing users, and engage in scientific discussions and cultivate relationships. Network, seek out and potentially cold-contact potential new users within organizations. Become a power-user of QIAGEN’s portfolio of bioinformatics software applications and effectively develop and provide training to customers. Leverage deep scientific knowledge to identify customer challenges and map them to QIAGEN’s bioinformatics software products and services. Onboard new users to QDI software and solutions. Leverage existing or develop applicable training resources as needed. Arrange standing meetings with product champions. Work closely with customers to understand their product requirements and communicate these requirements to product management and engineering teams. Mine and analyze product usage data and license information to create retention and/or growth strategy. Establish and track service engagements. Track customer requests internally and communicate progress externally. Be highly communicative and liaison between internal groups, particularly the field application science, sales, and product management teams. Able to work both autonomously and as part of a cross-functional team. Position Requirements Ph.D. in life science, molecular biology, bioinformatics or similar highly preferred. Experience working in, or with, pharmaceutical, biopharma or biotech research and development. Customer-facing experience and comfort proactively making new contacts. Excellent interpersonal and relationship-building skills. Proven exceptional organizational skills and ability to track multiple concurrent projects. Demonstrated excellent writing, presentation, and verbal communications skills. Aptitude for understanding and communicating complex computational concepts to non-computer savvy biologists. Ability to travel to customer sites on a regular basis. Prior experience with Ingenuity Pathway Analysis, Omicsoft, or CLC Genomics Workbench software highly desired. Personal Requirements Must have a strong work ethic, able to stay focused on work, free of distractions, in a home office environment. Ability to travel 10-30% depending on home office location. Must be based in Greater Boston, MA. What we offer At the heart of QIAGEN are our people who drive our success. We act with passion, always challenging the status quo to drive innovation and continuous improvement. We create a collaborative, safe and engaging workplace which forms the basis for high performing individuals and teams. QIAGEN is committed to creating a diverse environment and is proud to be an equal opportunity employer. #J-18808-Ljbffr
