Customer Success Associate

To be considered for this position please complete the following application: Customer Success Associate

SUMMARY:
We are seeking a Customer Success Associate to work alongside our molecular biologists, software engineers, and visionary medical technologists in a dynamic environment. You will participate in the daily activities of our Business team. You will listen to our channel partners and customers to creatively troubleshoot and solve their unique challenges.  Biology training is a plus, but success in this role depends primarily on intellectual curiosity, comfort with asking questions, and clear communication skills. You will become a technical expert able to speak to biology, device, software, and data interpretation questions. As part of the Biomeme team, your  primary focus is to tease out, develop, and implement the right-size solutions for our clients’ novel use-cases. 

RESPONSIBILITIES: 
– Lead Biomeme response to customer support and feature requests
– Collect, manage, and analyze customer usage, product performance, and internal Biomeme support data
– Collaborate with the Business team to produce high quality customer resources such as videos, quick start guides, FAQS, and product sheets
– Manage and regularly audit the Biomeme Help Desk articles and resources
– Work closely with other members of the Business team to develop, record, and communicate in-depth customer intelligence to ensure Biomeme and our customers remain aligned
– Own the onboarding, training, ongoing education, and continued dialogue between Biomeme and customers. Day to day responsibilities include customer onboarding and training, customer outreach, and solicitation and communication of customer feedback
– Act as a liaison between the Business team and Biology, Engineering, and Software teams
– Contribute to the strategizing, development, and deployment of solutions for our customers’ needs
– Effectively use and scale all relevant CRM, sales, and support tools
– Grow into our “voice of the customer” and represent the customer perspective in internal Biomeme discussions

REQUIREMENTS: 
– BS/BA degree in a Hard Science, Natural Science, or Social Science field 
– Experience in a Business or Lab environment 

SKILLS:
– Active and empathetic listening skills
– Confident in asking insightful questions
– Keen intellect and a strong desire to learn
– Strong communication skills, especially written and verbal communication
– Comfortable with ambiguity and complexity
– Ability to excel in a fast-paced, start-up environment
– Simultaneously collaborative by nature and able to self motivate and manage your own time

Due to ITAR compliance, this position requires candidates to be a U.S. Citizen, Permanent Resident Alien, or Protected Individual per 8 U.S.C. 1324b(a)(3)

Biomeme is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. 

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