What are the responsibilities and job description for the Customer Success Specialist position at HighRes Biosolutions?
Description
Overview
HighRes is currently seeking a Customer Success Specialist to join our team! Reporting into Product Management and working closely with the engineering teams. An ideal candidate would have experience in building strong customer relationships and debugging complex systems involving both software and hardware components. This role is ideal for someone interested in a hands-on role at a dynamic and growing organization. Your success would be measured by customer satisfaction ratings, NPS, and repeat business metrics.
Responsibilities
Minimum Qualifications
We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. Our work helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable, and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.
Overview
HighRes is currently seeking a Customer Success Specialist to join our team! Reporting into Product Management and working closely with the engineering teams. An ideal candidate would have experience in building strong customer relationships and debugging complex systems involving both software and hardware components. This role is ideal for someone interested in a hands-on role at a dynamic and growing organization. Your success would be measured by customer satisfaction ratings, NPS, and repeat business metrics.
Responsibilities
- Ensure customers are successful with their new installations by conducting training and developing the tools required for their workflow
- Be the primary point of contact for customers, addressing requests and forwarding them to the appropriate teams in a timely manner.
- Debug customer issues across both hardware and software, identifying the root cause, and escalating to the correct team when needed.
- Maintain documentation regarding customer status.
- Assist product management in identifying key customer feedback to include in future releases.
- Ensure customer retention by demonstrating product value within customer site and encouraging its usage.
- Evaluate customer satisfaction and preemptively intervening to keep customers happy and productive.
Minimum Qualifications
- Experience debugging complex systems that include both hardware and software components.
- Experience managing customers through complex projects.
- Experience in training customers on new systems
- Experience building strong rapport with new users
- Strong organizational skills
- Excellent communication and presentation skills
- Experience with HighRes software (i.e. CellarioScheduler, CellarioOS, device drivers, etc.) and hardware offerings
We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. Our work helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable, and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.
