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ZAGENO

Enterprise Customer Success Manager

UK

About us

ZAGENO was founded in 2015, ZAGENO is eliminating bottlenecks to breakthrough science and research through curated connections linking scientists and their institutions’ procurement offices with leading life science vendors. World-renowned academic and government research facilities, global pharmaceutical companies, and biotechs large and small are already users of our unique online biotech marketplace, currently comprising more than three million products.

What do we do?

  1. We help scientists choose the optimal laboratory kits and materials for each unique experiment setup.
  2. We make purchasing transactions more efficient for both buyers and sellers.
  3. For our vendor partners, we provide a valuable, expanded sales channel.
Our growing ZAGENO team of 60 in Cambridge, USA, and Berlin, Germany, includes experts in science, e-commerce, systems integration, and customer support to enable smarter, faster processes — allowing more time and resources for value-added science and better research results. Find out more on https://zageno.com

About the Role

ZAGENO is hiring an Enterprise Customer Success Manager to build and maintain strong relationships with our largest and most business-critical pharmaceutical customers.  The role will include dedicated, hands-on management of a small portfolio of ZAGENO’s Enterprise customers that have operations in both the US and Europe.  This team member will directly own these customer relationships and have a deep understanding of their customer’s specific goals, needs, and challenges.  This Enterprise Customer Success Manager will be able to seamlessly address potential issues, grow the existing relationship, and use data to continuously inform behavior and feedback both internally and externally. You will be working closely with the VP of Customer Success, the Senior Director of Customer Success, Director of Onboarding as well as the Product, Sales, and Finance teams. 

The ideal candidate will thrive on fully owning and growing complex customer relationships, close customer collaboration, especially with C-Suite and Executive-level stakeholders, and have a passion for solving customer challenges. If you enjoy working with other mission-driven individuals and are looking to make an impact on the life sciences industry, we encourage you to apply.

In This Role You Will:
  • Communicate effectively with your customer’s key stakeholders to understand their key goals, needs, and to quickly and thoroughly address challenges
  • Have a deep understanding of ZAGENO’s product capabilities and offerings to enable conversations with customers to propose solutions
  • Work with the Customer Success team but also cross-functionally to address customer needs, including triage of level 1 support issues
  • Build dashboards to collect and analyze customer data and behavior
  • Create reports/documentation - both customer facing and internal - to ensure stakeholder alignment
  • Work closely with the product team to stay informed about new changes and updates and build plans to educate customers accordingly 
  • Promptly resolve complaints with data-driven solutions and prevent additional issues by improving processes
  • Create shared timelines for customer activities and ensure deliverables are met in accordance with them

About You

  • 5+ years of experience in a customer-centric role (Customer Success, Account Management, Onboarding, Implementation, Sales, etc.)
  • Enterprise/Global sales and/or Customer Success experience
  • Exceptional verbal and written communication skills
  • Ability to build rapport and collaborate with others within the company and externally
  • Bachelor’s degree in business, sales, communications, or related field
  • Adaptability and strong problem solving skills
  • Active listening skills
  • Data-analysis acumen
  • Thorough product knowledge, which requires being comfortable with technical workflows
  • Comfort working in a fast-paced environment
  • Requires fluency in English; professional German is a nice-to-have

Our Benefits

  • Working on a meaningful challenge with a positive impact on the scientific community
  • A professional and dynamic team with a global vision and mindset
  • An exciting, international working environment (we have 45 nationalities!)
  • A budget to improve your home office environment
  • Competitive compensation
  • Commuting benefits - public transportation
  • Hybrid Working model - you can work from home and from the office

Interesse geweckt?

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