Strategic Client Support Associate, ZAGENO
2-3 days a week in office
Online marketplace for life science research products
Job no longer available
Online marketplace for life science research products
101-200 employees
Job no longer available
2-3 days a week in office
101-200 employees
Company mission
To accelerate scientific innovation by streamlining biotech purchasing processes.
Role
Who you are
- The ideal candidate thrives on collaboration, is passionate about solving customer challenges, and enjoys building meaningful relationships. If you’re mission-driven and eager to make an impact in the life sciences industry, we encourage you to apply
- Native-level French and professional fluency in English
- 3–5 years of customer support or client-facing experience in a B2B or SaaS environment
- Strong customer-orientation, empathy, and attention to detail
- Proven ability to work cross-functionally and manage multiple priorities
- Working knowledge of Zendesk, Databricks, Google Workspace, and Slack
- Comfortable working hybrid in Paris (CET timezone) — 2 days/week on-site at the client office
- Experience in life-sciences, biotech, or pharmaceutical industries
- Background in change management, user onboarding, or adoption programs
- Familiarity with CRM systems or dashboard/reporting tools beyond the core stack
What the job involves
- We are seeking a Strategic Client Support Associate based in the Greater Paris Metro Area to join our Customer Support Operations team and help shape the core experience for ZAGENO customers
- As a Strategic Client Support Associate, you will be the key operational link between ZAGENO and big Pharmaceutical customers with an EU presence, our most strategic clients
- Reporting to the Director of Customer Support, you will manage all aspects of the customer relationship — ensuring issues are resolved swiftly, user adoption grows, and satisfaction remains at world-class levels
- This is a hybrid role, and you will be working from the customer’s Paris office (around 2–3 days per week)—collaborating directly with end users to drive adoption, optimize workflows, and enhance their overall experience on the ZAGENO platform
- Serve as the day-to-day liaison for France and other EU users of the ZAGENO platform, ensuring timely, complete resolution of all support requests
- Monitor key metrics — Catalog KPIs, Platform uptime, CSAT > 90 %, NPS > 25, — and implement proactive actions to increase platform adoption with 30+%
- Collaborate cross-functionally with Operations, Product, Engineering, Finance, and Customer Support teams to drive end-to-end issue resolution
- Provide hands-on change management support — onboarding, training, and enabling end users to maximize platform benefits
- Follow regular client performance and adoption reports using Databricks, Google Sheets, and internal dashboards
- Ensure strict adherence to response and resolution SLAs and uphold high communication standards across all client interactions
- Represent ZAGENO values and standards within the client environment, fostering a strong partnership built on trust and continuous improvement
Our take
It goes without saying a solution supporting the speed of life science innovation and research is eye-catching. Zageno, founded in 2015, has developed a marketplace for industry leading products for researchers.
The ethos behind the company is to make the logistical part of research all the more easy for researchers to have “eureka” moments. Over the years Zageno has built up a strong rapport within the industry leading to a strong customer base including New York Genome Center and Remix Therapeutics.
The company attracted a large funding round to which it will be able to continue its support to science on a larger magnitude globally. In the same vein of rapid growth Zageno showed a fever for scaling by recently appointing Tracy-Ann Brown as Senior VP of People, Tracy previously led WeWork growth from 12 to 15,00 across the US and Japan operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
May 2023
$33m
LATE VC
Nov 2021
$60m
SERIES C
Total funding: $121m
Company HQ
Central Square, Cambridge, MA
Leadership
Florian Wegener
(Co-Founder & CEO)Previously a Medical Doctor Cardiology at University Hospital of Frankfurt and a Consultant at The Boston Consulting Group. More recently acted as VP Global Head of eCommerce at Qiagen.
David Pumberger
(Co-Founder & CSO)Served as the company's CEO from 2015-2018. Previous Manager at PwC Management Consulting and J&M Management Consulting.
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