Job Details

Description

Overview

HighRes Biosolutions is the leading global laboratory automation company, empowering scientists to create results by connecting instrumentation, software, and data from anywhere in the world.

Our partners achieve unprecedented levels of productivity while continually adapting to dynamic scientific, technological, and organizational structures.

HighRes is seeking a dedicated Customer Success Specialist to partner with our client companies during system ramp-up, to ensure that our customer automation goals are met.

The ideal candidate has a holistic view of our customer challenges, and performs active coordination of HighRes' groups and efforts to overcome customer obstacles and achieve their objectives.

This is a fantastic opportunity for a dynamic and customer-focused individual to help build out the customer success function at HighRes.

Responsibilities

• Develop and maintain trusted advisor relationships with customers. Engage during the project deployment and customer onboarding process to ensure successful system adoption and achievement of business objectives through expert guidance
• Proactively engage with customers through regularly monitoring and responding to indicative data and scheduling meetings on a periodic and frequent cadence
• Triages issues and appropriately assign to correct internal groups, proactively solves issues where appropriate
• Follows up and drives progress of customer issues assigned to internal departments
• Identify ways customers could optimize the use of our products to accomplish their goals
• Recognize opportunities to increase productivity with upgrades, CellarioOS, Applications Coaching, etc.
• Enables continuous improvement by reporting needs back to Commercial, Operations and Product
• Meet or exceed established KPIs to maximize customer success

Qualifications

Skills and Requirements

• Bachelor's degree in an engineering or life sciences discipline
• Minimum of 2 years of experience working directly with laboratory automation
• History of significant interaction with customers (internal or external) is preferred
• Proficiency with principles of automated science, knowledge of HighRes’ product line, and a strong understanding of our software
• Account management skills required, including excellent organization, scheduling, time management and recordkeeping habits
• Customer engagement skills required, including demonstrated professionalism and clear, well-organized, timely communication (both writing and live interactions)
• Ability to translate customer needs to technical requirements is required (including scripting, drivers, hooks etc.)
• Ability to travel to customer sites (including internationally) as needed for customer onboarding and issue resolution.

The target travel is 25% but can peak to 40% at times

• Basic familiarity with life sciences applications desired. Fluency will be built in as part of the role's development goals
• Other desired attributes include initiative, resourcefulness, and ability to diagnose and resolve technical issues
• Strong alignment with HighRes corporate values

About HighRes

In 2004, HighRes Biosolutions arose from a desire to continuously extend the leading edge of laboratory automation. Today, our prestigious offerings encompass exceptional hardware devices, flexibly modular Nucleus® automation infrastructure, inclusive Cellario™ whole lab automation software, and devoted, knowledgeable people.

This unparalleled combination catapults labs into the peak of differentiation and success and also immerses life science companies of any size and around the world in a splendid laboratory automation experience.

As proud members of the Axel Johnson, Inc., portfolio of industry-leading companies, HighRes maintains North American headquarters in Beverly, Massachusetts, USA, and offices in Manchester, England, UK.

Discover the HighRes experience at

Last updated : 2024-05-16