Customer Success Associate, Biobot Analytics

• 1+ years of experience in customer-facing roles - Preferably in a B2B company with a focus on onboarding customers, building customer relationships, and managing a portfolio of accounts
• Top-notch verbal and written communication skills - You’ll need to articulate complex scientific concepts to both novices and experts
• High degree of autonomy - Must be comfortable taking initiative and ownership of customer relationships as well as internal projects
• Professionalism - Ability to interface professionally with customers as well as cross-functional team members
• High motor and creative energy - Biobot is a fast-paced organization and we constantly strive to improve at everything we do
• Desire to learn - While we don’t expect you to already be an expert in wastewater epidemiology, you’ll need to quickly learn the language and concepts to succeed in this role
• Drive to achieve - Our goal is to make every touchpoint a positive experience for our customers and strive for high marks on our KPI measurements
• Tech savviness - Comfortably navigate our tools to manage our customer base and proactively suggest improvements
• Resiliency - Stay cool under pressure when faced with challenges and competing priorities
• Required standing or sitting for several hours straight at a time
• Must be able to speak and listen clearly on telephone and video conferencing for several hours each day

Desirable

• Biobot Analytics is seeking a Customer Success Associate to help us take our customer experience - especially our onboarding process - to the next level
• The CS Associate will represent Biobot externally in customer interactions, and will represent the voice of the customer internally to cross-functional teams
• . CS Associates are responsible for onboarding new customers, making a stellar first impression that sets our customer relationships up for long-term success
• Through all phases of the customer journey and by growing customer relationships over time, this role will help to define the customer experience at Biobot by proactively driving value for our customers and, thereby, the company
• Responsible for coordinating - as well as optimizing and evolving - the Biobot customer journey
• Project manage the onboarding and implementation of Biobot’s new customers, delivering exceptional customer service and support while coordinating with internal and external (sometimes technical) stakeholders to get Biobot’s clients up and running with their wastewater sampling program
• Responsible for engaging, retaining and growing various segments of Biobot’s customer base
• Facilitate successful product delivery, which can be data-intensive and manual, requiring sharp attention to detail
• Engage with Biobot’s customer base through Zoom calls as well as phone, email, and our support ticketing system
• Field inbound requests, via call and email, answering questions and solving issues surfaced by customers
• Function as primary troubleshooter and communicator for complex, and sometimes novel, customer support situations
• Coordinate logistical operations related to our customers - including resolving shipping issues, ensuring laboratory compliance, and facilitating relationships with third-party vendors - all of which help us lay the infrastructure for wastewater sampling
• Write engaging customer-facing content - including one-off announcements/updates as well as maintaining our bank of FAQ’s and other customer resources
• Support customer-facing projects/objectives that may fall beyond our standard customer lifecycle