Overview

Dotmatics is a leader in R&D scientific software connecting science, data, and decision-making. Its enterprise R&D platform and scientists’ favourite applications drive efficiency and accelerate innovation. More than 2 million scientists and 10,000 customers trust Dotmatics to help them create a healthier, cleaner, safer world. Dotmatics is a global team of more than 800 employees dedicated to supporting its customers in over 180 countries. The company is headquartered in Boston, with 14 offices and R&D teams located around the world.

Dotmatics is backed by Insight Partners, a leading global venture capital and private equity firm investing in high-growth technology and software scaleup companies. Learn more about Dotmatics, its platform, and applications including GraphPad Prism, Geneious, SnapGene, Protein Metrics, and LabArchives at https://dotmatics.com.

Why Work for us? The list is long but here’s just a few reasons;

As a global business, (that hasn’t lost its family feel) we can offer opportunities in locations such as the United Kingdom, Europe, United States & Asia. We also offer a great work life balance, remote working or you are welcome to work in our offices, dedicated Cultural Ambassadors – even if you are a remote worker, you don’t need to feel like it! Excellent pay and benefits, generous 401K/saving scheme, equity & generous holidays.

As an Enterprise Success Team Member, you will manage large strategic accounts and drive customer satisfaction, application engagement, customer retention, and growth, while using your background in science or research to connect with users. You will serve as a key point of contact for Enterprise customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from LabArchives and our suite of products. In this role, you are part coach, project manager, consultant and product specialist and your ultimate goal is to build usage and customer loyalty.

Responsibilities

• Perform initial on-boarding of enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand LabArchives use throughout the account
• Implement and share best practices to ensure customers are realizing the greatest possible value from LabArchives
• Build, refine and deliver training sessions to our customers to build usage and product adoption
• Serve as the primary interface to manage and resolve critical situations
• Partner closely with regional Account Managers to help drive growth by assisting in pre-sale demonstrations, supporting active pilots, and engaging with prospective clients
• Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed
• Help maintain retention & growth rates

Qualifications

We are looking for people who have at least three experience working alongside Enterprise Customers supporting them with their with operational needs of their product suite, or have previous working experience In an academic or commercial research lab setting, In a research administration or research support role or even as a university librarian or subject liaison supporting researchers in the life sciences and be able to demonstrate experience in:

• Customer Support or Account Management involving research solutions or research data or Lab technologies
• Explaining and presenting technical subjects to non-technical personnel in a commercial setting
• Building credibility and trust by understanding customer requirements and addressing needs
• Maintaining highly valuable and outcome-based relationships with a diverse customer account base
• Managing multiple task and liaising with cross functional teams

In this role you will get to travel across the country based on Customer & Business needs

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.