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Customer Success Manager

Location: Research Triangle Park, NC or remote

Job Description


LabVoice is a fast-growing startup bringing to market the first voice assistant for scientific laboratories. We are searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a customer success manager who will roll up their sleeves and lead a team from inside the trenches with customers ranging from enterprise pharmaceutical companies to cutting-edge biotech startups. As a key member of our leadership team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.


Objectives of this Role

  • Supervise the daily operations of the customer success department

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

  • Maintain and develop customer success strategies and best practices, as well as customer support content

  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

  • Maintain existing customer success metrics and data as directed


Daily and Monthly Responsibilities

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

  • Remotely deploy our voice assistant to customers and configure it for their workflows. Model and design their processes and dialogs into our platform.

  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

  • Facilitate interaction and workflow between project team members to ensure deliverables are on time

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members

  • Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends and customer satisfactions to identify areas of improvement

  • Work with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications

  • 3-5 years of experience in project management, professional services, or customer success

  • Strong verbal and written communication, strategic planning, and project management skills

  • Analytical and process-oriented mindset

  • Comfortable working across multiple departments in a deadline-driven environment

  • Active team player, self-starter, and multitasker who can quickly adjust priorities

  • Technical abilities for first level of product setup in collaboration with R&D team

Preferred Qualifications

  • Bachelor’s degree

  • Knowledge of project management tools

  • JavaScript knowledge for product configuration

  • Scientific laboratory and laboratory instruments integration experience are a plus

How to Apply

  • Send us an email by clicking the below button.

  • Make sure to upload your resume and your LinkedIn profile URL

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