Reporting within the JMCRS Business Units, the incumbent provides program-level support for new hardware/software products tailored for digital in vivo projects and services across JAX Mice and Services business units. The incumbent works directly with the business unit and scientific program management to help manage the customer success journey from a post-sale perspective and work directly with clients to successfully implement new hardware/software digital in vivo solutions while identifying new client growth opportunities. The incumbent will provide scientific guidance for the client and will monitor/measure progression and success of the projects that could include digital biomarkers via computer vision, machine learning and AI to profile animal behavior. The incumbent works to streamline stakeholder communications and align deliverables for the clients’ outcome. Additionally, they assist product managers by providing voice of customer during a products’ development and assist with resources to speed development. As an extension of this role, they will provide critical feedback to inform mid- to long-term strategic planning for the business units and ensure alignment of cross-functional teams to organizational priorities. The salary range is $84,300 - $141,138. Salary will be determined based on qualifications and experience. Key Responsibilities and Essential Functions Manage the customer success journey. Build relationships with customers and improve probability of successful product implementation. This includes developing training materials and informational resources for customers and helping customer sites onboard and use the product optimally. Note: This will require travelling to customer sites Understand the ever-evolving landscape of drug discovery and development and track digital in vivo engagements within customer sites Communicate about network/security needs to customer sites and serve as a liaison with software team to ensure seamless product installation Ensure sites have hardware/software necessary for installation and serve as the key point of communication for ongoing customer requests Monitor customer studies to ensure studies are running and capturing data appropriately Provide ongoing feedback to product development and marketing teams on customer engagement and issues with product Work with Salesforce to triage customer support requests Serve as primary contact for customers and as a liaison between customer and product and marketing teams and work with respective teams to support resolution of product issues that arise Work closely with the product team and alliance manager to ensure that the customer’s experience and ultimately the impact of the product is optimized Minimum Qualifications: Advanced degree in relevant discipline (PhD, MS) and a minimum of 5 years in program, product, or customer facing role preferred. Experience in mouse-based research and/or biomedical research marketplace preferred as well as customer facing experience Demonstrated ability to lead cross-functional project teams in a complex, matrixed environment, with ownership of timelines, documents, and deliverables Demonstrated experience in making important decisions, often under some pressure and tight time deadlines, which carry large financial consequences Ability to find innovative ways to resolve problems and ability to prioritize and balance parallel workstreams Working with machine learning generative AI as applied to problems in healthcare and biopharma Translational or clinical biomarker development supports multiple pipeline programs Analytical validation of biomarker assays in preclinical models Manages projects with stakeholders in research, biostats, medical, bioinformatics, pharmacology, and safety for effective integration of biomarker strategies in client’s program's development plan Biopharma or biotechnology in vivo experience Quantitative behavioral analysis Analyzing large scale data sets Outstanding communication track record Ability to travel up to 30% , both domestic and international #CA-DS5 About JAX: The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health. Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit www.jax.org. EEO Statement: The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws. Bar Harbor: The Jackson Laboratory's 43-acre scenic Bar Harbor campus is nestled between the Gulf of Maine and the mountains of Acadia National Park. Some of the best hiking and biking in the world (over 50 square miles of mountains, lakes, views, and dramatic coastline) is accessible from our campus. We are one mile from downtown Bar Harbor, which offers a vibrant downtown district with a plethora of restaurants, shops, museums, and galleries. Ellsworth: The Charles E. Hewett Center in Ellsworth, Maine, is a state-of-the-art facility that serves researchers world wide. The facility represents the culmination of nine decades of unmatched experience and leadership in breeding and caring for laboratory mice. Ellsworth, Maine, is one of Maine’s fastest growing cities. With a growth rate of nearly 20%, Ellsworth is a bustling year-round community and acts as a hub for surrounding towns. It is located nearby Acadia National Park and hosts numerous special events, concerts and festivals each year. Residents have access to fabulous shopping, recreation, museums, galleries, and dining at a variety of independent restaurants. Farmington: JAX Genomic Medicine is transforming medicine by improving patient care, lowering costs, and increasing life span and health span. JAX Genomic Medicine’s research focuses on the complex genetic causes of disease and on the development of genomic solutions tailored to each person's unique genetic makeup. JAX Genomic Medicine sits on a 17-acre site on the campus of the University of Connecticut Health Center. The 183,500-square-foot facility opened in the fall of 2014. Now, it houses over 300 biomedical researchers, technicians, and support staff in state-of-the-art computing facilities and laboratories. In Connecticut, JAX resides in the scenic town of Farmington, in the state’s capitol region. The Hartford region, which offers some of the best public schools in the country, is made up of both bigger cities and smaller, charming historic New England towns. JAX Genomic Medicine is also geographically located within 2 hours of Boston and New York and is close to multiple transportation systems, including bus lines, highways, railroads and international airports. Sacramento: The JAX® Mice, Clinical and Research Services facility is located in Sacramento, the state capital of California. Sacramento is less than a two-hour drive from San Francisco, Napa Valley, and scenic Lake Tahoe, and a short flight to both Los Angeles and Orange County. Sacramento is the birthplace of the nation’s Farm to Fork movement, and offers excellent restaurants, gastro-pubs, wineries, theaters, and museums. Outdoor activities are plentiful: Boating, white water rafting, and riding the scenic bicycle trails are popular. Housing and other costs of living are more affordable in Sacramento and its surrounding suburbs than in most other neighboring areas in the North Bay, making Sacramento one of the hottest housing markets in the country year after year. Augusta: JAX’s Maine Cancer Genomics Initiative (MCGI) is located in Augusta, Maine, in the Harold Alfond Center for Cancer Care (HACCC), at Maine General Hospital. It began operations in 2016 with three overarching goals: to provide cancer genomic testing for Maine cancer patients; to develop and deliver physician education about clinical genomic cancer diagnostics; and to build a network in Maine of oncology practices conducting studies in genomic medicine.