Customer Success Manager
Location: Research Triangle Park, NC or remote
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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
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Supervise the daily operations of the customer success department
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Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
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Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
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Maintain and develop customer success strategies and best practices, as well as customer support content
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Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
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Maintain existing customer success metrics and data as directed
Daily and Monthly Responsibilities
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Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
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Remotely deploy our voice assistant to customers and configure it for their workflows. Model and design their processes and dialogs into our platform.
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Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
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Facilitate interaction and workflow between project team members to ensure deliverables are on time
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Collaborate, problem solve, and/or strategize upcoming client meetings with team members
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Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends and customer satisfactions to identify areas of improvement
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Work with the sales and marketing team to drill customer references and develop case studies
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Required Skills and Qualifications
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3-5 years of experience in project management, professional services, or customer success
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Strong verbal and written communication, strategic planning, and project management skills
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Analytical and process-oriented mindset
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Comfortable working across multiple departments in a deadline-driven environment
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Active team player, self-starter, and multitasker who can quickly adjust priorities
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Technical abilities for first level of product setup in collaboration with R&D team
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Preferred Qualifications
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Bachelor’s degree
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Knowledge of project management tools
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JavaScript knowledge for product configuration
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Scientific laboratory and laboratory instruments integration experience are a plus
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How to Apply
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Send us an email by clicking the below button.
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Make sure to upload your resume and your LinkedIn profile URL