Lab Operations Success Manager

Summary

Are you passionate about helping labs run more efficiently? Quartzy is looking for a Lab Operations Success Manager to partner with biotech and research organizations to streamline their day-to-day operations. In this role, you’ll work closely with lab managers, operations and finance teams to optimize their use of the Quartzy platform—helping them save time, reduce costs, and focus more on the science.

You’re a proactive problem-solver who thrives in collaborative, fast-paced environments. You know how to build relationships and trust quickly and communicate with a wide range of people, from scientists and administrative teams to finance and leadership. You’re organized, patient, and comfortable managing competing priorities while keeping the customer’s goals at the center. Empathy, curiosity, and follow-through are your trademarks.  You understand the challenges of running a busy lab and are excited to be a go-to-expert for Quartzy users, guiding them through new feature adoption, training and continuous improvement with our software.

If you enjoy working at the intersection of science, operations, and people, and you’re energized by helping others succeed, 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 and optimization sessions to understand lab goals, workflows, and challenges
• Lead training sessions, workshops, and product demos for new and existing users
• Provide guidance on best practices for lab supply management, purchasing workflows, and system integrations
• Proactively identify ways your assigned accounts can uncover more value from our platform and identify areas for optimization
• Partner with account teams to ensure renewals and identify new ways customers can benefit from Quartzy’s capabilities
• Create and deliver insights and reports showing how Quartzy drives efficiency and cost savings
• 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+ years experience in lab management or lab operations in the biotech industry, with a strong understanding of R&D workflows
• Bachelor's degree in a life science, business or related field (or equivalent experience)
• Experience with accounting software: Netsuite, QuickBooks Online, Bill.com, etc.
• Experience training team members or implementing new tools or processes
• Comfortable using technology and data – basics in Excel and GoogleSheets; experience with ERPs or procurement tools is a plus
• Excellent communication and relationship-building skills with both technical and non-technical audiences
• Strong organizational skills with the ability to manage multiple accounts, timelines and projects at once
• Empathetic and patient with a talent for uncovering needs others might overlook
• Adaptable and resourceful, motivated by learning and continuous improvement
• Willingness to travel 4-6 times per year for on-site visits and team events
• Quartzy experience a plus
• Prefer someone who is looking to move into Customer experience career path.

• 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!

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