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Cust Success Mgr, Cheminformatics Tech

EMD Performance Materials, EMD Serono, MilliporeSigma
Burlington, Massachusetts
Full benefits from start date
Closing date
Jul 27, 2021

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Field of specialization
Information Science
Work Function
Job Type
Full time
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Your Role:
Customer Success Manager, Cheminformatics Technologies will support the commercial team in a variety of critical functions in collaboration with the full software start-up team. As a Customer Success Manager, post-sale, you will be the main point of contact for the Synthia teams and key customer sponsors/account managers within all accounts, driving post-sale account management, customer relationship development, upsells, and continued value delivery. You will provide strategic advisory services to maximize our end-users return on their investment in our software. Lead and own all post-sales activity including being the first point of contact to customers, onboarding, training and continued support to create recognizable business value for Synthia’s customers. You will build positive relationships, demonstrate product knowledge, plan and execute on the Customer Success Plan (CSP) to ensure broad adoption of Synthia in the chemistry community. Identify opportunities for growth and accelerate adoption of Synthia and new solutions by helping prioritize projects and support activities that deliver the best return on your customers' investment within the shortest timeframe. Be the customer's voice and provide feedback to internal teams on how we can better serve our customers. Collaborate from proposal through delivery to translate customer business and technical challenges into solutions based on the Cheminformatics Technologies products & services. Develop and maintain close relationships with key management sponsors within a select group of named accounts (from key users to C-suite), becoming a trusted advisor to the customer.

This role is located in Burlington Massachusetts and will travel domestically and/or internationally 40% to 50%

Who You Are:
Minimum Qualifications:  

  • Bachelor’s Degree in any life science disciple with college level organic chemistry courses completed
  • 3+ years of experience working in technical sales and or support environment or customer success /excellence environment
  • 2+ years of drawing & recognizing molecules and functional groups


Preferred Qualifications:

  • Master’s degree or bachelor’s degree in Organic Chemistry or related field
  • Strong interpersonal, communication, presentation, and computer/software learning skills
  • Self-motivated and energetic
  • Results-oriented, with a proven track record of success
  • Strong sense of ownership with a bias for action and willingness to role-up your sleeves
  • Enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services
  • Ability to develop deep customer relationships and managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction
  • You like data and use it to guide the business and you day to day activities
  • Initiative and come to the table with results and solutions
  • Extensive understanding of Software-as-a-Service (SaaS) customer management
  • Deep understanding of value drivers in recurring revenue business models
  • Experience deploying technology or services with large enterprise or global customers and the desire for continuous learning and growth
  • Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers
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