Senior Customer Experience Manager

2 days ago


Cambridge, Massachusetts, United States Automata LLC Full time
About Automata LLC

We are a pioneering company on a mission to revolutionize lab automation, empowering scientists to focus on groundbreaking research. Our innovative LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable.

Why Work at Automata?
  • Impact: Contribute directly to advancements in science and medicine, supporting labs worldwide as they push boundaries in research and innovation.
  • Innovation: Join a team solving complex problems using cutting-edge technology, including robots.
  • Growth: Invest in your professional and personal growth through hands-on experience, development opportunities, and collaborative projects.
  • Community: Be part of a diverse and passionate team that values collaboration, work-life balance, and celebrates individuality.
Job Description:Senior Customer Experience Manager - Lab Automation Expert

We seek an experienced Senior Customer Experience Manager to provide our customers with a best-in-class experience throughout their journey with us. As a key member of our team, you will enable customers to realize the full benefits of integrated lab automation by acting as a bridge between our customers and internal solutions teams.

Responsibilities:
  • Manage customer projects from contract signature to delivery, ensuring seamless execution and high customer satisfaction.
  • Maintain multiple customers and projects at different stages, balancing priorities and deadlines effectively.
  • Support senior-level customer stakeholders, representing their interests internally and communicating technical information effectively.
Requirements:
  • 5+ years of experience in pre-sales, post-sales, or adjacent customer-facing roles, preferably in biotech.
  • Prior experience with project management tools (e.g., Asana, Jira).
  • Demonstrated success in understanding highly technical challenges and effectively communicating solutions to stakeholders.
  • Excellent stakeholder management skills, particularly at senior levels.
  • Experience working in start-up environments.
  • Located in Greater Boston, USA (US HQ), with willingness to travel for customer projects.
Benefits:
  • Competitive healthcare package for you and your family.
  • 401(k) retirement savings plan with company matching.
  • Well-being budget for personal growth, hobbies, and relaxation.
  • Generous holiday and additional leave days for dependents, birthdays, and volunteering.
  • Paid sick leave and mental health support through 'Spill.'
  • Career progression frameworks for each department and discipline.
  • Flexible working arrangements to suit your needs.


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