Responsibilities

• Support new product development through alpha and beta tests
• Coordinate new and beta installations, including facility inspections and instrument validation
• Coordinate and conduct on-site customer trainings on Deepcell’s technology
• Identify, document, and communicate customer issues, complaints or concerns to management
• Act as the main point of contact between the customer and company to keep customers apprised and trained on advancements in Deepcell’s technology and software
• Contribute to white papers and documentation with the goal of expanding support content
• Create and maintain positive working relationships with customers to manage expectations while satisfying the customer’s needs
• Gather and deliver strategic and competitive customer feedback, communicating customer use cases beyond initial product scope to Marketing and Product Development teams
• Support field sales team at trade shows, seminars, and technical symposiums (including presentations and networking with thought leaders)
• Handle stressful situations with poise and composure
• Participate on departmental project teams; work collaboratively to execute project plans
• Prioritize tasks and responsibilities to achieve departmental key performance metrics
• Represent the company professionally, ethically, and morally at all times

Minimum Requirements

• Extensive experience in molecular biology, biochemistry, genomics or genetics
• Demonstrable knowledge and experience with cell workflows and data analysis software
• Clear vision of and commitment to providing outstanding customer service
• Excellent organizational, analytical, and systematic troubleshooting skills
• Strong written and verbal communication skills
• Outstanding presentation and training skills
• Ability to maintain records in CRM for customer sites and provide high level feedback to management
• Willingness to travel up to 80%
• Experience with lab or liquid handling automation with microfluidics
• Ability to operate as an independent contributor and as a cooperative member of a team
• Ability to successfully operate in a fast paced, rapidly changing environment

Helpful, but not required

• Ph.D. or equivalent experience preferred (e.g. BA/BS with approx. 5 years of experience, MS with approx. 3 years of experience) in Chemistry, Biochemistry, Molecular Biology or Genetics
• Previous customer facing experience with capacity to interact with principal investigator-level scientists as well as bioinformaticians and laboratory personnel
• Familiarity with CRM software
• Hands on proficiency with common molecular biology bench techniques; cell culture experience
• Single cell laboratory experience is highly desirable

Compensation and Benefits

• Annual salary range is $100,000 - $130,000
• Pre-IPO Equity
• Paid Medical, Dental, and Vision
• On-site Lunch and Snacks
• Gym Reimbursement
• Paid Time Off
• Parental Leave