INACTIVE
Full-Time
Customer Success Manager
R&D data cloud management
Data & Analytics
Mid, Senior
Remote in USA + 1 more
Required Skills
Microsoft Azure
Sales
SQL
AWS
Marketing
Google Cloud Platform
Requirements
- BS or M.Sc. in Biology, Biotechnology, Bioengineering or similar Life Science field with 5+ years experience in Life Sciences, SaaS/PaaS or software-based tech company
- Absolute customer-centric mindset and meticulous attention to details
- Excellent communicator to align with sales, marketing, and engineering stakeholders
- Minimal 5 years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment with the ability to forge relationships with users, decision makers, and influential stakeholders
- Required: General understanding of Life Sciences R&D processes and scientific concepts. General understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure)
- Preferred: Thorough understanding of Life Sciences R&D processes and scientific concepts. Thorough understanding of software development and cloud-based data infrastructure
- Preferred: General understanding of SQL and table design
- Ability to translate customer requests into Product requests
- Ability to immediately interface and build trust with Senior Level Business, Scientific and IT leaders in top-tier BioPharma companies
- Desire to deliver an elite customer experience
- Self-motivated, self-aware, independent, adaptable, and can thrive in a fast-paced startup environment with evolving processes and workflows
- Ability to travel on occasion to customer sites for in-person meetings and workshops. Estimated travel 10-20% depending on account needs
Responsibilities
- Deliver an elite customer experience by employing a customer-centric approach
- Own all aspects of customer relationships including retention, expansion and satisfaction (measured by NPS & CSAT)
- Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customers' objectives and vision with support from Tetra scientific team members where appropriate
- Proactive outreach and engagement with TetraScience's existing customers to ensure continued adoption and satisfaction
- Manage customer onboarding with responsibility spanning your accounts' entire customer journey and experience with TetraScience including design and execution of personalized customer success plan
- Build close relationships with customers to understand their needs with the goal of maximizing value
- Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner
- Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success
- Collaborate with theTetra Product team to advocate for customer's feedback and incorporate insights into Tetra product roadmap
- Own key success metrics such as NPS, CSAT, and Success Plan objectives on customer health through timely status updates and customer reviews
- Leverage data insights to manage progress, performance, and priorities
Tetra's mission is to combine deep domain knowledge, the industry's only purpose-built scientific Data Cloud, and the largest network of life sciences innovators, to harness the power of the worlds scientific data.
Company Stage
Series B
Total Funding
$99M
Headquarters
Boston, Massachusetts
Founded
2019
Growth & Insights
Headcount
6 month growth
↓ -8%1 year growth
↓ -13%2 year growth
↑ 0%Benefits
Unlimited PTO
100% company paid health, dental, & vision
Company paid life insurance
401k savings
Company paid disability insurance
Equity program
Flexible work arrangements
INACTIVE