Customer Success Specialist

Position: Customer Success Specialist

Position Type: Full-Time Employee

Location: Onsite, Boulder, CO (hybrid, in office 4 days a week)

Experience: High School Diploma or GED is required; Bachelors in related function preferred. Minimum of 2 years related experience

Watchmaker Genomics is a global life science company based in Boulder, Colorado with an R&D and Production facility in Cape Town, South Africa. Our team is passionate about innovation and values collaboration, creativity, and scientific rigor.

We believe that the intersection of biology, engineering, and computer science presents exciting opportunities for developing novel technologies that promote research and improve human health. Watchmaker Genomics specializes in the design, development, and production of DNA- and RNA-modifying enzymes that enable high-growth applications in genomics, molecular diagnostics, and personalized medicine.

Watchmaker is inviting applications for the full-time position of Customer Success Specialist.

This position reports to the Customer Success Manager and will be responsible for processing and tracking customer orders, managing customer account updates, and responding to inquiries in a professional manner. This individual will be accountable for ensuring customer orders and inquiries are resolved quickly and will help manage customer expectations and complaints.

The successful candidate will thrive in a dynamic, fast-paced working environment and contribute directly to our company culture and success. The position provides an opportunity to grow and develop as a leader.

Responsibilities

• Process orders and sample requests while adhering to timelines for the acknowledgement of orders and supplying order details back to the customer.
• Able to change priorities during the work day to focus on the most important issue/order/request quickly.
• Develop working relationships with the Commercial team, R&D, Production, and Logistics to ensure ship dates communicated to the customer can be met.
• Prioritize projects and creation of sales orders to address urgent issues and orders first.
• Promptly responding to customer queries via email, live chat, video and phone channels.
• Follow up on requests to customers for updated purchase orders or information needed to process their order.
• Immediately escalating serious complaints or issues to the appropriate levels of management and quality.
• Liaising with colleagues or managers to find the best solutions to customers’ issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Maintaining a polite, helpful, and professional manner at all times.
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarizing yourself with new products and services as they are introduced.
• Attending workshops and meetings as required.
• Providing training to new customer success specialists.
• Respecting client confidentiality at all times.
• Please note: The above responsibilities are not exhaustive and other similar duties may be required from time to time.

Skills and Requirements

The candidate should have at minimum a High School diploma or GED, preferred Bachelor's in business or related field, with at least two years of relevant customer service experience.

The following skills and experience are requirements for the position:

• Practical experience with computer software, customer ordering based preferred.
• Previous experience in a customer service role.
• The ability to respond appropriately under pressure.
• Sound judgment and excellent problem-solving skills.
• A positive attitude and the ability to build relationships with clients.
• The flexibility to work irregular hours, when required.
• Superb written and verbal communication skills.

Education & Experience

• High School Diploma or GED is required
• Bachelors in related function preferred
• Minimum of 2 years related experience

Compensation

The base compensation for the Customer Success role starts at $55,000 to $65,000 bonus equity; actual pay will be adjusted based on skills and experience. Employees are eligible for Flexible Time Off, Holidays, employer covers 75% of base medical plan with buy-up options, EAP (employee assistance program), employer paid dental with a buy-up option, employer paid vision, employer paid $25,000 life/AD&D policy, paid parental leave, and a 401(k) retirement plan with a 4% match.

Application Requirements

To apply for the position, please submit the following in a PDF format on watchmakergenomics.com:

• Letter of motivation (upload where it says cover letter)
• Resume or Curriculum vitae, highlighting relevant qualifications and experience

Applications without a Letter of Motivation will not be considered. Local candidates preferred.

Applications will be accepted on a rolling basis and the position will remain open until filled; however, early submission is encouraged as review will begin immediately.

If selected to participate in the interview process, the names and contact information of three professional references who are able to assess your suitability for the position in terms of the specified requirements will be requested.

*** NO RECRUITMENT AGENCIES PLEASE

We are only accepting direct applications for this position. We are not working with external recruiters or agencies at this time. Unsolicited resumes or candidate submissions from third-party recruiters will not be considered and will be deemed the property of Watchmaker Genomics.

*** WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Watchmaker Genomics is committed to being an equal opportunity employer and creating a culturally diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics as protected by applicable law.

All applicants will be asked if currently eligible to work in the United States of America; and if now or in the future will require visa sponsorship to continue working in the United States.

This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable federal, state, and local laws.