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Vice President of Client Solutions and Support

2 months ago

San Diego, California, United States Singular Genomics Full time
Job Overview

ABOUT SINGULAR GENOMICS

Singular Genomics is at the cutting edge of genomics, a rapidly expanding sector. Our G4 Sequencing Platform stands out as a robust and adaptable benchtop genomic sequencer, engineered to deliver swift and precise results. We are also in the process of developing the G4XTM Spatial Sequencer, an enhancement to the G4, which will utilize Singular's proprietary sequencing technology for in situ readouts in transcriptomics, proteomics, and fluorescent H&E in tissue, all within a spatial context. Our mission is to empower researchers and clinicians to propel advancements in science and medicine.

We cultivate a culture of innovation and technical excellence, which are vital for our growth. We value diversity, promote teamwork, and are consistently seeking improvements for our workforce as we evolve.

POSITION SUMMARY:

The Vice President of Client Solutions and Support is a pivotal leadership position responsible for overseeing a diverse support team. This includes field service engineers, application scientists, technical support staff, customer service representatives, technical writers, applied bioinformatics specialists, and the customer care laboratory. Additionally, this role will manage the spatial biology service division, which provides fee-for-service options for clients. The ideal candidate will possess strategic thinking abilities and strong leadership skills, capable of fostering innovation while ensuring outstanding service and support in a dynamic environment.

Key Responsibilities:

  1. Team Leadership:
  • Guide, mentor, and manage a multidisciplinary support team.
  • Encourage a collaborative and innovative workplace that supports professional development.
  • Establish clear objectives for the team, ensuring alignment with organizational strategy and client needs.
  • Promote a customer-focused culture that prioritizes client satisfaction and success.
Client Support and Service:
  • Oversee the onboarding process for new clients, ensuring a seamless transition from sales to implementation and support.
  • Manage client support operations to guarantee timely and effective resolution of inquiries and issues.
  • Develop and execute strategies to boost client satisfaction and loyalty.
  • Collaborate with the technical support team to resolve complex technical challenges.
Management of Spatial Biology Service Division:
  • Optimize the spatial biology service division, formulating and implementing strategic plans to drive growth and innovation.
  • Establish and refine business processes to enhance service efficiency and effectiveness from project initiation to final reporting.
  • Lead the services core team with the objective of delivering high-quality services to clients.
  • Ensure all assay services comply with regulatory standards and industry norms.
  1. Business Process Enhancement:
  • Create statements of work (SOW) for service projects.
  • Continuously refine business processes to improve service delivery and operational efficiency.
Cross-Departmental Collaboration:
  • Work closely with other departments, including R&D, Sales, Operations, and Marketing, to ensure alignment and support for client needs.
  • Build strong relationships with internal and external stakeholders.
Client Success:
  • Act as the advocate for the client within the organization, representing their needs and requirements.
  • Develop and implement strategies to maximize client success and satisfaction.
  • Continuously refine and enhance client success processes to improve the overall client experience.
  • Monitor and analyze client feedback and service metrics to identify areas for improvement.
  • Conduct regular check-ins with clients to ensure their satisfaction and identify opportunities for enhancement and growth.
  • Drive initiatives aimed at improving the overall client experience.

Qualifications:

  • Advanced degree in a relevant biological field (e.g., Molecular Biology, Genomics, Bioinformatics).
  • Demonstrated experience in a senior leadership role within client support and/or service in the biotech or life sciences sector.
  • Familiarity with CRM and client success platforms.
  • Exceptional communication, interpersonal, and relationship-building skills.
  • Ability to work independently and lead cross-functional teams.
  • Proven ability to enhance business processes and improve service delivery.
  • Track record of improving client satisfaction, retention, and growth.
  • Strategic thinker with a focus on driving innovation.

Preferred Qualifications:

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

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

Singular Genomics is dedicated to working with and providing reasonable accommodations to job applicants with physical or mental disabilities.