Customer Success Specialist – US West Coast

Are you capable of guiding new clients through their onboarding, providing ongoing support, and ensuring their success with our product? Are you passionate about delivering exceptional customer service and ready to play a key role in the success of our US clients at eLabNext? Read on!

The Customer Success Specialist – US West Coast is part of the Americas Account Management and is responsible for supporting regional sales and support activities. You will bring an unmatched level of customer support, driving a delightful platform experience and, ultimately, customer success.

As our future Customer Success Specialist at eLabNext, you’ll immerse yourself in our clients’ world. You have a unique talent for empathizing with their experiences and needs and representing these within our team. You’re the one who spots new trends and can turn them into actionable points.

With us, you’ll have the space to grow continuously. Your thirst for knowledge and adaptability makes you not only a quick learner but also a driving force behind innovation in our team. We are always in motion, and so are you, always looking for ways to refine and improve our processes.

Communication is your superpower. Whether it’s with a client, colleague, or stakeholder, you know how to speak and, more importantly, how to listen. Complexity doesn’t intimidate you; you translate complicated information into clear, understandable language.

Key qualifications include:

• College degree preferred; and/or one to two years related experience and/or training.
• 1+ years of experience in a customer-facing position, preferably supporting a SaaS product.
• Analytical, thorough, and pro-active.
• Tech-savvy and can gain a technical understanding of the functionality of our software solutions fast.
• Life science industry experience is considered an advantage.
• Strong interpersonal communication skills and can work cross-functionally across teams. You are a great team player.
• Strong organizational skills.
• Tenacious attitude: you have a high level of perseverance and do not stop until a problem has been resolved.
• Competency with Microsoft Office Suite, particularly Excel.
• Experience working with ZOHO, JIRA, and Zendesk is a plus.
• Experience with the development or support of web-based languages and frameworks such as HTML, CSS, JavaScript, and RESTful APIs is a plus.

• Assist in new customer onboarding, provide customer support, and achieve customer success for each customer.
• You will be a product expert and will engage directly with customers to help them fully understand how to use our product and provide best practices to enhance user adoption and success.
• Handle both direct and indirect customer support emails and phone calls.
• Be the voice internally, helping Bio-ITech evolve and refine our product and process.
• You have a strong aptitude for CRM software management tools and can provide reports on a monthly basis.
• Work closely with the Tech Support and Sales team to drive projects and execute tasks.
• Help build our tutorials and documentation.
• Organize and lead small customer workshops.

eLabNext, a scale-up organisation and part of Eppendorf, has been working hard for years to elevate research to a higher level. We achieve this through a digital lab platform usable by every research and development team to record better, share, and optimise their data. At eLabNext, everyone gets the opportunity to develop themselves. Making mistakes helps you grow, and we embrace that. Our flat company culture allows everyone to flourish in their roles. Monthly team events and enjoyable Friday afternoon drinks ensure a pleasant atmosphere throughout the organisation. Together with our colleagues, we are building a better world!