Full-Time
Vice President
Customer Support
Posted on 12/8/2023
High-throughput spatial profiling for research
Compensation Overview
$297,000 - $363,000Annually
Senior, Expert
Pleasanton, CA, USA
- BA/BS or equivalent degree in the Life science or business related field
- 10+ years of experience in the Life Science Industry, with at least 7 years of Support experience
- 5+ years of experience leading a global team within Support across multiple geographies
- Strong leader with ability to influence at all levels within the organization and lead in a matrixed environment
- Must be willing to travel domestically and globally 20%-30% of the time
- Lead the Customer Service, Technical Support, FAS and work closely with the leaders of the cross functional Service and Support teams (including Instrument Services and Applied Bioinformatics) to achieve customer and operational excellence by delivering exceptional service, spearheading key operational service initiatives, and a culture of continuous improvement.
- Provide escalation leadership and support institutional learning through strong cross-functional communication and best practice sharing.
- Deliver best in class customer experience across a range of functional responsibilities, including order management, customer training and education, product launches, case management and troubleshooting.
- Measure and prioritize individual and team contributions centered on enabling global resources to deliver excellence in field and remote support.
- Contribute to the achievement of service revenue growth and profitability goals by focusing on market opportunities and productivity metrics.
- Reinforce cross-functional communication, collaboration and thorough documentation by implementing and assessing process adoption and system integrations.
- Collaborate closely with other leaders across the organization, including Sales, Product Management, Quality, Operations and R&D to ensure an effective partnership and unified support strategy.
- Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
- Identify product and process improvements that drive customer loyalty and satisfaction throughout the product life cycle.
- Define and monitor key metrics to ensure product performance and supportability.
- Hire and develop world class talent throughout the Service and Support organization
10x Genomics specializes in advanced spatial in situ profiling with their product, Xenium, allowing for detailed subcellular mapping of RNA targets and multiplexed protein analysis on tissue sections. This focus provides them a competitive edge in the fields of oncology, immunology, and neuroscience research. Their technology's broad adoption and citation in over 5,500 research publications reflects a commitment to supporting critical advancements in healthcare and science, making it an appealing environment for professionals passionate about contributing to groundbreaking research and innovation.
Company Stage
Series B
Total Funding
$348.6M
Headquarters
Pleasanton, California
Founded
2012
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↓ -5%Benefits
Comprehensive health benefits
Generous time off
Parental leave