Life Science Customer Success Manager
We're looking for a Life Science Customer Success Manager to join our team in Wilmington, Delaware, United States.
Are you a cell biologist who is commercially-minded and loves spending time with people? If the answer is yes, then we would love to meet you.
We are Inventia Life Science and we are radically changing the way the world treats disease and injury. We're a multidisciplinary team of engineers, scientists and tech enthusiasts, deeply inspired by the purpose of innovating for the better and and backed by top-tier venture capital funds. Our revolutionary 3D cell biology technology enables pioneers in the fields of drug discovery and medicine to radically drive innovation from disease treatment (in areas such as cancer).
Inventia will be successful by becoming exceptional at helping our customers to be successful: to efficiently conduct world class research using our platform to help cure disease. As a member of the Success team, you build strong, genuine, and meaningful relationships with a customer. You learn as much as possible about what they need to be successful, and then work with the Inventia team to ensure we provide the best solution.
The overarching mandate of the Success team is to work with our customers to drive successful and repeated usage of the RASTRUM™ platform. Ensuring the success of our customers requires being in touch with their experience at every stage and understanding the factors that drive customer success to continually improve the customers’ experience.
Additionally, the Success team plays a major role in linking our customers to the Inventia team. As a Success representative, you are the customer champion within Inventia and provide the team with accurate insights into our customer's expectations and needs for future product development in ways that will make our customers successful.
What you’ll do
You will be the customer’s primary point of contact for all things RASTRUM™. You manage customer accounts and will be responsible for driving ongoing PrintRun execution.
You will deep dive into customer research needs, tailor onboarding and training programs, and ensure our customers have the tools they need to integrate RASTRUM™ into their research program. You will proactively engage in strategic project planning to accelerate customer realisation of value. You will support the customer in overcoming scientific challenges by immersing yourself into up-to-date research and conducting proof of concept tissue culture work in the Inventia internal lab.
You will maintain regular engagement with each customer in person and/or through regular video conferences to ensure RASTRUM™ meets their needs, and effectively feed back to the Product Team when there is room for improvement. You will visit customer sites, all restrictions permitting, to deliver RASTRUM™ training, meet key stakeholders and strengthen customer relationships.
You will be actively involved in developing and maintaining training tools including knowledge base, tutorials and training videos.
You will work with Go-To-Market Operations to embed scalable solutions across the customer base. You treat the customer as an individual, but our internal processes and systems as a scalable machine.
You will actively promote the scientific attributes of Inventia, through conference attendance, collaborative research work and by contributing to marketing opportunities. You will also travel nationally and internationally in order to fulfil your role at Inventia: specifically for customer engagement, conference attendance, training and team building.
Required experience and attributes
Rigorous scientific training. You need to be able to engage in deep project planning with our scientific customers and work closely with them on data analysis, so you will need a PhD in cell biology, biotechnology, molecular biology or related discipline. If you’ve also had postdoctoral training and/or experience in a similar role in a pharmaceutical, biotechnology, or life science company - even better.
Demonstrable strong scientific troubleshooting aptitude and experience. You love solving problems, especially for others.
Great people and communication skills. You need to be the type of person our customers will trust and enjoy being around: you are polite, friendly, patient, attentive, empathetic, and tactful. You are able to express yourself succinctly and effectively to our customers and to your teammates.
Grit. You need to have the ability to maintain a positive attitude in high pressure situations.
Integrity. A genuine interest in helping the success of our customer, ensuring they see you as highly ethical and professional in the approach to our science and the technology we offer.
Creativity. The best solution will not always be clear - creativity is required! And the ability to convince a customer of the solution’s merit.
Attention to quality. The little details sometimes make all the difference when it comes to the way a customer perceives the business.
A love for data and good process, and a systems/product mindset. As the business scales, this mindset will be critical to embed scalable solutions across the customer base.
Independence, with a strong teamwork ethic. You are willing to work autonomously. You will also be working closely with cross-functional teams, so you also need to thrive in a collaborative environment amongst diversity in opinion.
Agility in work style. We operate as an Agile organisation, so you should thrive in a fast-paced, dynamic environment with an actively evolving product and organisation. You can balance a diverse range of challenges.
Tech-savviness. You should be able to navigate cloud-based software platforms with ease.
Why you should choose us
We are an energetic, innovative, diverse, and inclusive team who are united by a common mission to change the face of medical research. We highly value our culture, the diversity of the team and the passion we have for taking our product to market and the impact it will have.
We value our people above all, and will support you working the way that you can be most successful in your role.
We care about your career progression, and as one of the first US-based team members you will be offered significant opportunities to advance within the organisation as you grow and develop your skill set.
This role offers opportunities for travel within the USA and Europe. There will also be the opportunity to travel to our headquarters in Sydney, Australia for training and team-building.
You will never be siloed in your role. You will operate closely with our global Sales and Support teams, so you will develop skills that will put you in good stead to work with customers at any stage of the customer lifecycle.
We will equip you with fundamental customer-facing skills and commercial acumen to ensure you succeed in any role in the future.
The current team sits at just under 60. Our revolutionary 3D bioprinting and biomaterials technology enables pioneers in the fields of drug discovery and medicine to radically drive innovation from disease treatment (in areas such as cancer) through to the way we treat injuries. Our founders come from diverse backgrounds - Aidan (PhD Fluid Dynamics), Cam (PhD Biofabrication) and Julio (PhD Medicine) - with strong commercial acumen and supported by an incredible team inspired by making a global impact with our revolutionary technology.
A lot of people talk about unique and exceptional cultures, but not many lead it. We place a high value on creating a unique and exceptional workplace. Unlike many other startups, we live work-life balance. Our passions are many and we believe the journey is as important as the outcome. So for us, it's about building an exceptional team and culture and loving every part of what lies ahead. We provide optionality in terms of working from home and the office, based in Wilmington, Delaware.
A strong market based salary is on offer, within a supportive but empowered, fully agile environment, which we have worked hard to create. Come and do work that really matters within a team who care as much about one another as the mission.
If the above sounds like what you’ve been searching for, let’s start a conversation and apply below. We also strongly encourage you to apply even if you are not sure you fit all of the criteria we’ve mentioned. Come as you are - we believe that diversity drives innovation.
We’re looking forward to hearing from you! If you have any questions, please do not hesitate to email firstname.lastname@example.org.