Customer Success Manager I (Remote)

Reporting to the Senior Manager, the Customer Success Manager (CSM) I role serves as a junior customer-facing role which will focus on providing an exceptional customer experience. The role is responsible for partnering with our Business Development Managers (BDM) to cover specific accounts within a defined territory. The CSM works as a liaison between the customer and the internal Operations teams to determine the feasibility of customer requests, as well as coordinate, process and schedule customer orders. The CSM I will also be responsible for actively learning more complex aspects of technical product knowledge and internal workflows as a path towards becoming a fully independent CSM II.

Responsibilities:

Customer Focus

• Gather specific details and ask the appropriate qualifying questions in order to have enough detail to build a quote that accurately captures the customer’s request
• Assist in on-boarding new customers by educating them of specific Discovery Life Sciences ’ products and ordering requirements
• Be available during the company’s operating hours to answer any inbound communication and address urgent issues in a timely manner
• Skillfully handle customer complaints while communicating in a diplomatic and tactful tone
• Actively follow up on expiring quotes to ensure customers are receiving the product they need in a timely fashion

Internal Customer Advocate

• Communicate effectively with internal teams to accurately convey customers’ requests within the context of established workflows
• Manage internal escalations to the appropriate team member(s) in order to proactively address them and ensure they are taken to resolution
• Identify trends in basic orders and offer suggestions to improve the customer experience

Team Contributor

• Willing to take initiative beyond own responsibilities to help out fellow team members
• Welcomes collaboration with internal team members and carries a positive attitude

Discovery Life Sciences Expert

• Learn about Discovery Life Sciences’ products and what differentiates each product
• Learn about cross functional internal workflows and how it applies upstream to facilitate a seamless customer experience
• Become an expert at utilizing the internal ERP system
• Work towards learning how to manage more complex customer projects
• Complete other projects or tasks as assigned by Supervisor/Manager

Qualifications:

• Bachelor’s Degree in Life Sciences or related field
• Successful candidates will enjoy working with people and have a passion to be successful at Discovery Life Sciences and in the Life Sciences field.
• Excellent communication skills, customer relations and problem solving capabilities. As a client-centered area of activity, the candidate must have strong interpersonal and communications skills as well as a good sense of organization.
• Self-starter who can work well independently on assigned tasks as well as being a contributor to team goals and initiatives.
• Demonstrated ability to perform efficiently in a fast-paced, technical, low-acceptable error rate workplace.
• Demonstrated capabilities in application of standard software platforms (Google Business Apps) to achieve daily responsibilities. Applied experience in the use of NetSuite or other ERP/CRM systems is a plus.

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