Senior Enterprise Success Manager | LabArchives

What do we need

LabArchives, a Dotmatics company, is seeking  a Senior Enterprise Success Manager. 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.

LabArchives is a suite of SaaS applications that help scientists manage and document their research data, prove & protect discovery, collaborate securely, manage inventory & samples, and manage lab resources.

In this role you will get to: 

• Work with identified at-risk and high-value targeted Enterprise Accounts (for all products)
• 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 presentations and other customer programming tasks to customer steering committees, roundtables and panels to build usage and product adoption
• Serve as the primary interface to manage and resolve critical situations
• Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed
• Help maintain retention & growth rates
• Work to expand network of leadership and ELN working group resources at Enterprise Sites
• Work internally at LabArchives across Enterprise Success and Sales to improve pre-sales and post sales communication, and implementation efforts.
• Develop programs and collateral for specific roles and functions within the research support enterprise across  an academic campus (Office of Sponsored Projects, Library, VPR, IT, etc.) to help train and support specific efforts and initiatives.
• Work across our broad network of top institutions to connect, facilitate and share ideas and collateral that are relevant and topical to shared requirements and initiatives. Including soliciting feedback via surveys and outreach, facilitating webinars and round tables, conference sessions, etc.
• Attend industry conferences to meet with existing client networks and help engage prospects in discussions surrounding support for their efforts

We are looking for people who have at least 7+ years Customer Success experience in the SaaS space, ideally with Enterprise Customers supporting them with their 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 similar.

The key skills we are looking for 

• Account Management involving research solutions or research data or Lab technologies
• Designing and delivering high quality presentations on technical subjects to non-technical folks 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
• Working with cross functional teams such as Sales or Product 
• Experience working with CRM software (Salesforce preferred)
• Experience working with Zendesk or similar ticketing systems and project management tools

You may also have 

• Scientific Software experience 
• Knowledge and experience of academic institutions workflows
• Sales background