Customer Success Manager - Cloud Data

October 4

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TetraScience

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Experimental Data • Life Sciences • Data Integration • Cloud Computing • ML/AI

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

🧬 Biotechnology

☁️ SaaS

Description

• TetraScience is the Scientific Data and AI Cloud company improving human life. • Combines open, collaborative scientific data and AI cloud. • Looking for individuals who embody transparency, trust, and collaboration. • Committed to customers and fostering diversity and equality of opportunity.

Requirements

• Deliver an elite customer experience by employing a customer-centric approach • Own all aspects of customer relationships including retention, expansion and satisfaction (measured by NPS & CSAT) • Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customers’ objectives and vision with support from Tetra scientific team members where appropriate • Experience implementing customer success metrics around adoption, expansion and retention • Experience running QBR's and speed to value presentations • Proactive outreach and engagement with TetraScience’s existing customers to ensure continued adoption and satisfaction. • Manage customer onboarding with responsibility spanning your accounts’ entire customer journey and experience with TetraScience including design and execution of personalized customer success plan • Build close relationships with customers to understand their needs with the goal of maximizing value • Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner • Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success • Collaborate with theTetra Product team to advocate for customer’s feedback and incorporate insights into Tetra product roadmap • Own key success metrics such as NPS, CSAT, and Success Plan objectives on customer health through timely status updates and customer reviews • Leverage data insights to manage progress, performance, and priorities • Experience in a cloud data customer success team is required • Absolute customer-centric mindset and meticulous attention to details • Excellent communicator to align with sales, marketing, and engineering stakeholders • Minimal 7+ years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment with the ability to forge relationships with users, decision makers, and influential stakeholders • Required: An understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure) • Ability to translate customer requests into Product requests • Ability to immediately interface and build trust with Senior Level Business, Scientific and IT leaders in top-tier BioPharma companies • Desire to deliver an elite customer experience • Self-motivated, self-aware, independent, adaptable, and can thrive in a fast-paced startup environment with evolving processes and workflows • Ability to travel on occasion to customer sites for in-person meetings and workshops. Estimated travel 10-20% depending on customer needs. • Preferred: General understanding of Life Sciences R&D processes and scientific concepts • Preferred: General understanding of SQL and table design • Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering or Information Technology and/or 5+ years experience in Life Sciences, SaaS/PaaS or software-based tech company

Benefits

• Competitive Salary and equity in a fast-growing company. • Supportive, team-oriented culture of continuous improvement. • Generous paid time off (PTO). • 100% employer paid benefits for all eligible employees. • Flexible working arrangements - Remote work.