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Customer Success

 

Location

Remote (preferably US location)

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Job Description

LabVoice provides an AI-powered lab assistant designed specifically for everyday laboratory needs, enabling scientists to focus on their work without distractions.

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By enabling labs with emerging technology like voice, image recognition, and LLMs, LabVoice allows users to perform tasks like note-taking, software operations, and instrument handling hands-free.

 

 

Join us in creating the lab of the future today.

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Objectives of this Role

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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

  • 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

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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

  • 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

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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

  • 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

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Preferred Qualifications

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  • Bachelor’s degree

  • Knowledge of project management tools

  • 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.

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

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