Customer Success Manager with Lab Management Experience

Summary

Quartzy is seeking an ambitious Customer Success Manager to build lasting relationships with our amazing users. In this role, you’ll guide customers in setting goals, expanding their use of the platform and ensuring continued success with Quartzy.

You’re a self-starter – curious, resourceful and confident working with a diverse range of personas.  You understand the sales mindset but thrive in process-driven environments. You’re a clear communicator who can adapt your approach to suit various learning styles, whether through 1:1 meetings, product tours, webinars, help docs, etc. to best accommodate users’ needs.  You collaborate effectively across teams and are energized by delivering high-impact customer experiences.  Demonstrating new features, identifying optimization opportunities, and removing roadblocks are your strengths.  You’re also skilled at managing escalations with professionalism and care.  If this sounds like you, we’d love to meet you!

Why Quartzy

Quartzy is the world’s #1 lab management platform. Every day, hundreds of thousands of scientists from all over the world improve the efficiency of their research by using Quartzy. Our software combines lab resource management and eCommerce, producing unique value in this large market, returning time to researchers who can focus on their next discoveries. Our customers range from companies working on COVID testing and therapies, to wine makers, to food and ag companies. We are humbled every day to serve them. 

• Conduct regular customer check-ins and SaaS business reviews to assess progress, gather feedback and discuss future goals
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage
• Proactively identify ways your assigned accounts can uncover more value from our platform and identify areas for optimization
• Collaborate with Sales/Success teams to drive incredible renewal rates and minimize churn.  This may also include managing the renewals for assigned accounts.
• Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Discover upsell/cross sell opportunities to maximize customer growth
• Report customer product feedback to Product and Engineering teams

• 2-3 years experience in lab management or lab operations in the Biotech industry
• Prefer someone who is looking to move into Customer experience career path.
• Experience training employees and doing presentations.
• Experience using any accounting software: Bill.com, QuickBooks Online, Netsuite, ERPs (Coupa, Workday, Jaggaer, SAP).
• Bachelor's degree or relevant work experience
• Quartzy experience preferred
• Travel 4-6 times a year to visit customers on-site or other work events
• Strong multi-tasking and organizational skills 
• Fantastic written and verbal communication
• Eager to learn and grow 

• Mission-Driven Culture - We care deeply about helping scientists advance scientific research and we hope you do too!
• Transparency -  Weekly all company stand ups, monthly town halls, quarterly state of the start ups and anytime access to co-founders
• Generous Time Off - Take the time you need, when you need it 
• Internet Stipend - Quartzy provides a monthly stipend for your internet service
• Great Gear - We’ll set you up for success with the latest tech and help you outfit your home office.

Want to learn more take a look at what people are saying about us on Glassdoor!

Does this sound like you? We'd love to hear from you. We’d love to hear from you if so.