Customer Success Manager | Geneious

What do we need 

Dotmatics is seeking an Enterprise Customer Success Manager for two of its flagship brands, Geneious and SnapGene.  As a key member of the Customer Success group, this role will allow us to increase the overall value we provide customers by offering a higher level of account management, onboarding, engagement and overall support.

Ultimately, this role is more than just managing and triaging incoming customer requests. At its core, the Enterprise Customer Success Manager will take a proactive approach to building the long-term relationship within a customer by extending their current license(s) and introducing new products across the portfolio.

You will manage a mix of large strategic accounts and developing SME accounts to drive customer satisfaction, application engagement, customer retention, and growth, while using your background in science or research to connect with users. You will serve as a key point of contact for high value customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from the suite of products. In this role, you are part coach, project manager, consultant and product specialist and your ultimate goal is to build usage and customer loyalty.

In this role you will get to 

• Manage a portfolio of large strategic and Enterprise customers
• Participate in presales activities with cross functional Sales teams and transition those accounts into consolidated enterprise customer relationships
• Work internally across Customer Success, Support and Sales to improve pre-sales and post sales communication
• Help maintain retention & growth rates
• Monitor customer usage data and proactively identify potential issues or areas for improvement to prevent churn.
• Provide clients with performance reports and insights, highlighting the value delivered and suggesting areas for improvement.
• Design and deliver Stakeholders communication strategies across the organization to further promote and embed the products in the research cycle.
• Become a product champion and use this knowledge to effectively guide customers towards their desired outcomes through scaled engagements.
• Serve as the primary interface to manage and resolve critical situations
• Identify, improve, and lead all aspects of the health of each of your customers (CSAT).
• Drive product adoption by leading onboarding for new customers and teams and supporting overall user value of the products 
• Develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success.
• Create strong value-add engagement at every stage of the customer engagement journey, as measured by adherence to our engagement frameworks and monthly and quarterly engagement coverage targets.
• Work with experts in each scientific discipline to fill gaps in content across training and support channels.
• Identify and manage (nurturing & forecasting) upsell, cross-sell, & expansion opportunities as measured by specific upsell and expansion targets set each quarter.
• Ensure customers get maximum value from Dotmatics Products (Geneious & Snapgene) by leading activities such as webinars, email campaigns, user meet-ups, etc.
• Work with our product team to inform decisions around future feature roadmap based on customer needs.
• Work with experts in each scientific discipline to fill gaps in content across training and support channels.

We are looking for people who have 5-7+ years in a sales, account management or customer success role managing complex accounts in the life sciences software space, Ideally with experience in SaaS software and the biochemistry, molecular biology, bioinformatics and/or genomics industry

The key skills we are looking for 

• Account Management involving Life Sciences SaaS or license based Scientific Software 
• Designing and delivering high quality presentations on technical subjects to non-technical folks in a commercial setting
• Building credibility and trust by understanding customer requirements and addressing needs
• Maintaining highly valuable and outcome-based relationships with a diverse customer account base
• Managing Churn and increasing renewals and new revenue streams
• Working with cross functional teams such as Sales or Product 
• CRM software (Salesforce preferred)
• Zendesk or similar ticketing systems and project management tools

You may also have 

• Masters or PhD In biochemistry, biology or bioinformatics 
• Knowledge and experience of scientific workflows
• Sales background