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TetraScience 13 days ago
customer servicecustomer service🇺🇸 usa only🇺🇸 usa only
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Who We Are

TetraScience is the R&D Data Cloud company, solving humanity's grand challenges by accelerating and improving scientific outcomes. The Tetra R&D Data Cloud provides life sciences companies with the flexibility, scalability, and data-centric capabilities to enable easy access to compliant, engineered, liquid, and actionable scientific data ('Tetra Data'). As an open platform, TetraScience has built the largest network of life sciences innovators, including instrument makers, informatics solution providers, CRO/CDMOs, visualization, analytics, and data science partners — creating seamless interoperability and empowering an innovation feedback loop to drive the future of life sciences and harness the power of the world's scientific data.

Our core values are designed to guide our behaviors, actions, and decisions such that we operate as one. We are looking to add iniduals to our team that demonstrate the following values:

  • Transparency and Context- We trust our people will make the right decisions and overcome any challenges when given data and context.
  • Trust and Collaboration- We believe there can only be trust when there is transparency. We are committed to always communicating openly and honestly.
  • Fearlessness and Resilience- We proactively run toward challenges of all types. We embrace uncertainty and we take calculated risks.
  • Alignment with Customers- We are completely committed to ensuring our customers and partners achieve their missions and treat them with respect and humility.
  • Commitment to Craft- We are passionate missionaries. We sweat the details, as the small things enable the big things.

Equality of Opportunity- We seek out the best of the best regardless of gender, ethnicity, race, or age. We seek out those who embody our common values but bring unique and invaluable perspectives, talents and advantages.

What You Will Do

  • Own all aspects of customer relationships with a focus on customer retention and satisfaction
  • Project manage the renewal experience and build business cases for each customer’s success
  • Proactive outreach and engagement with TetraScience’s existing customers to ensure continued adoption and satisfaction.
  • Manage customer onboarding and entire customer journey and experience with TetraScience
  • Capture and analyze customer feedback to resolve issues in a timely manner
  • Collaborate with internal stakeholders such as sales, delivery engineers, and product to analyze customer feedback and guide customer success and product enhancements
  • Be a customer advocate internally at TetraScience
  • Leverage data insights to manage progress, performance, and priorities
  • Work cross-functionally with Sales and Customer Support to grow accounts and reduce customer frictions

Requirements

What You Have Done

  • BS or M.Sc. in Biology, Biotechnology, Bioengineering or similar Life Science field with 7+ years experience in Life Sciences.
  • Absolute customer-centric mindset and meticulous attention to details
  • Excellent communicator to align with sales, marketing, and engineering stakeholders
  • Minimal 5 years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment with the ability to forge relationships with users, decision makers, and influential stakeholders
  • General understanding of Life Sciences R&D processes and scientific concepts. Must be able to immediately interface and build trust with Senior Level Business and IT leaders in top-rated Biotech and Pharma companies
  • Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
  • Bilingual, speaks fluent English and German