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Integrated DNA Technologies · 2 days ago
Customer Success Manager
Austin, TX
Full-time
Onsite
Mid, Senior Level
$75K/yr - $85K/yr
5+ years exp
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Insider Connection @Integrated DNA Technologies
Responsibilities
Oversee customer inquiries for assigned accounts to provide a positive customer experience through elite, world-class service management; acts as the subject matter expert and manages complex product development projects for contract manufactured product lines.
Partners with Sales, Operations, and other key stakeholders to set strategy for meetings, customer calls, visits, and business reviews. Manage and oversee action item completion from these interactions. Develop and execute a customer satisfaction, retention, and growth action plan for assigned accounts.
Work cross-functionally with customers and members of various functional departments within IDT to support customers’ product requirements/specifications, documentation, ordering, commercialization, and regulatory needs. Facilitate consultative sessions with SMEs on more complex support including escalations, internal coordination, and successful problem resolution.
Monitor and support customized performance metrics based on service data. Develop and execute action plans to drive progress. Create a basic interactive customer dashboard providing real-time visibility to metrics and action plans across assigned accounts.
Identifies process gaps and system limitations; identifies process and account management optimizations, independently or via delegation. Facilitate ongoing Best Practices and Operational Improvements. Utilize and leverage DBS or other problem-solving tools as needed.
Qualification
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Required
Bachelor’s degree in a life science (biology, biochemistry, chemistry), business, or related field
5+ years’ experience in Customer Service or related function
Demonstrated ability to consistently manage multiple priorities and solve problems using critical thinking skills with attention to detail and organization
Demonstrated adaptability to execute when confronted with critical, unique, or unusual situations, or situations in which working speed and sustained attention are make-or-break aspects of the job
Demonstrated ability to maintain both a high standard of courtesy and cooperation in dealing with teammates and customers
Preferred
5+ years’ experience in strategic or account management, preferably in Biotechnology or Life Sciences industry
Previous experience with ERP and CRM tools, especially Salesforce and SAP
Demonstrated ability in executing continuous improvement, especially through using Lean or DBS concepts
Benefits
Paid Time Off
Medical Insurance
Dental Insurance
Vision Insurance
401(k)
Company
Integrated DNA Technologies
Integrated DNA Technologies sells short strands of DNA called oligonucleotides.
1,001-5,000 employees
H1B Sponsorship
Integrated DNA Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (2)
2022 (3)
2021 (7)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2018-03-09Acquired· by Danaher
2014-03-19Private Equity· Undisclosed
Leadership Team
Erik Swenson
Vice President and Chief Financial Officer
Mark Behlke
Chief Scientific Officer
Recent News
Business Wire
2024-05-28
Yahoo Finance
2024-04-05
Company data provided by crunchbase
