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North American Aqua Customer Success Team Lead
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North American Aqua Customer Success Team Lead Job Description The Aqua Customer Success Team Lead is responsible for building, developing, and leading the Aqua Customer Success Team. The primary goal of the team is to ensure the long-term success, implementation, and utilization of our broad Aqua technology and biopharma portfolios. Activities will span across all channels of the Aqua business, including bridging gaps between and within the entirety of the sales cycle (pre and post sales customer engagements), R&D, regulatory & policy teams, operations and maintenance, production, and customer success. This individual will be a member of the North American Aqua Senior Leadership Team, playing a key role in the development of our intermediate and long-term strategic plans. In addition, this key position will lead their team to successfully implement our strategies and tactics to achieve our annual sales targets. The number one goal of this role and the reporting team will be to drive sales through support of sales activities and customers at large. Success will be measured through the growth of our North American Aqua business unit, and feedback from business and sales functions to adequately adapt to the needs of our business and the customers. The Customer Success Team Lead along with their team, will play an important role in providing voice to and from the customer, inputs to our ongoing research & development projects, and current product enhancements. This will include working directly with local marketing, sales, market development, global marketing, and R&D colleagues, as required. Key Activities: Work in collaboration with sales and sales support functions to ensure customer success and satisfaction. Facilitate and manage in-house repairs of equipment. Lead and motivate team members. Remote monitoring and diagnosis of technology solutions. Pre and post-sales support throughout the sales cycle. Product testing and development assistance. Project coordination with state, federal, tribal, and private entities. Technical writing including but not limited to grants, proposals, contracting, legal documents, service agreements, sales support documents, user manuals, quick starts guides, and technical bulletins/handouts. Develop and learn new skills and continually improve processes. Education Requirements: Bachelors degree in environmental research, engineering, natural resources, forestry, fisheries, biology, or a related field. Required Skills and Capabilities: Must have a minimum of 7 years of work experience in the field of environmental research, life sciences, engineering, telecommunications, RFID or related experience. 1-3 years of managerial experience including management of field crews and field implementation of research projects or related in-field work. Current knowledge of North American fisheries research field, specifically, experience working with endangered or threatened aquatic species in the Pacific Northwest. Understanding of the complex network of stakeholders involved in the recovery of endangered species and an in-depth grasp of the Endangered Species Act and designated species across North America. Demonstrated ability to work with key stakeholders to identify and implement plans for success. Demonstrated ability to build relationships both internally and externally. Experience and demonstrated success in working within a matrix organization and cross-functional collaboration. History of sound decision making and innovative thinking. Must be results oriented and able to work independently with little direct supervision. Proficient in technical writing with demonstrated examples of successful technical communication. Experience with common organismal marking techniques (RFID, hydroacoustic, radio telemetry, etc.). Ability to manage and navigate complex contracting, budgeting, and field crew logistics. Proficient in data analysis and analytical techniques commonly found in the field of environmental research. Ability to travel up to 50% both domestic and international. Possess a valid US driver’s license. Desired Experience, Skills, & Capabilities: An advanced degree in environmental research, engineering, natural resources, forestry, fisheries, biology, or a related field. 5+ years of managerial experience. In-depth understanding of RFID application, theory, trouble shooting, and installation. Understanding of common aquaculture practices, hatchery operations, RAS systems, and the competitive landscape of these industries. High proficiency with computers, operating systems, networks, and wide array of electronic devices. Experience in fisheries research and related analysis, with understanding of common statistical software or programming languages (R, Python, C++, Java). Demonstrated ability to publish research findings (peer review & white papers) and experience in tailoring communication of technical or complex content to audiences of varied backgrounds. Ability to problem solve on-the-fly. Strong desire to learn new skills and continually improve processes within the team setting. Ability to work as part of a fast paced, growing team in a developing industry. Results oriented and able to work independently with modest direct supervision. Good organizational and time management skills. #J-18808-Ljbffr
