Customer Success Scientist

3 weeks ago

Kitchener, Canada Nicoya Full time

**Customer Success Scientist (CSS)**

Customer Success

**Location**: Head Office, Kitchener, Ontario with hybrid work from home options available

**Job Type**: Full time, permanent

**Experience**:2+ years experience in a technical or customer facing role preferred

**Education**: Doctor of Philosophy (PhD) Degree in Science (Biochemistry preferred)

**About the Job**:
We are looking for a customer-centric self-starter who has a desire to be part of a growing early stage company.

We are looking for an energetic and driven advocate of customer success to continue to drive our customer success process. We are looking for an educator who loves making customers happy by building relationships through SPR experimental optimization, helping each scientist find success within their own research project. We are looking for a lifelong learner, with empathy for customer experience, tact for mindful customer engagement and an openness to trying new things and learning from the team. And finally, we are looking for a confident advocate to help our customers understand the value of our products, excellent support and SPR expertise.

**Who you are**:
You love a challenge and you’re always open to new experiences and growth through learning. You want to support customers with tools that will make research simpler for them and help them get the data they need to make a difference in the world. You’re passionate about managing relationships to provide excellent end-to-end customer experience and increase our Net Promoter Score. You love stepping out of your comfort zone while also keeping track of your day-to-day tasks. You want to be a part of a thriving small team, work well under pressure and you have great communication skills. You are motivated by making an impact on your workplace and you thrive on challenging problems. You’re a quick learner and you know when to move on from something when it isn’t working. You are looking to grow your career at an exciting biotech company

**Duties**:

- Provide technical expertise to our active customers
- Maintain customer accounts and details in our CRM
- Travel to support customer training, equipment installs and sales initiatives as required
- Host remote onboarding, training and instrument repairs/maintenance for new and existing customers
- Work closely with the Director of CS, using customer feedback, to continuously improve the customer success process
- Collaborate with product team to provide design input based on customer needs for future product considerations
- Perform in-house sample testing for customers as required
- Be the expert on the OpenSPR and Alto for our customers and their go-to person for success
- Be the internal expert on our customer for all internal stakeholders at Nicoya
- Other duties as required
- Exceptional written and verbal communication skills; comfortable spending time with clients and presenting in front of audiences
- Ability to prioritize and focus efforts and training around the specific needs of each customer, showing flexibility and compassion for their goals and objectives for success
- Ability to think on the spot, responding in real time to all customer needs
- Strong active listening skills, including the practice of empathy and compassion
- Demonstrate grace under pressure and an ability to handle multiple tasks at once
- Maintains an active passport and an ability to travel globally, unimpeded
- Able to operate with mínimal direction and supervision
- Hard working, enthusiastic, and outgoing
- Formal graduate training in science, biotechnology, chemistry, materials science, or related fields
- Previous experience in an academic or industrial research or development setting would be a plus
- Previous experience in a technical customer success role
- Previous experience with a CRM software.
- Previous business experience, including business courses or working in a for-profit entity
- Hands on experience with SPR, BLI or similar biophysical technique

**About Us**:
Nicoya’s mission is to improve human life by helping scientists succeed. We are a fast-paced, rapidly growing company with a worldwide presence based in Kitchener, Ontario. We have a team of world-class engineers, scientists, and designers building disruptive products to help researchers make their next big discovery. Our newest product, Alto, is a scientific instrument for the biotechnology research and drug discovery industry. It provides detailed information on molecular interactions using optical nanosensor technology known as localized surface plasmon resonance (SPR). It is the first SPR instrument on the market to incorporate Digital Microfluidics technology which has disrupted an industry that has been primarily dominated by highly expensive and complex instrumentation. We recently raised $20 million in Series B funding to boost development, sales and marketing initiatives for Alto.

Nicoya is an inclusive and equal opportunity employer. If you require

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