Customer Success Account Manager

Our Company:

Genista Biosciences is a rapidly growing biotech company based in San Jose, CA that is dedicated to improving public health and food safety, both on the community and global scale.

Our Goal:

To revolutionize food safety by creating a cutting-edge platform based on a unique combination of robotics, software, and technology. Our ability to offer fast and accurate testing while still being cost-effective allows every member of the food supply chain (big or small) to be rest assured that the food they produce is safe thereby making the world a better place. The Customer Success team is responsible for building client-relationships, fostering loyalty, and ensuring retention. The CSM is the primary point of contact for customers and facilitates an exceptional experience built on trust, responsiveness, and eagerness to help. This position would be managing accounts in the North America region (specifically PST) and candidates will need to account for the time difference in their working hours.

Job Responsibilities:

• Establish and execute a proactive customer engagement strategy with clear retention goals and process milestones to work toward
• Onboard new clients and assist existing ones by connecting them with specific teams such as Sales, Laboratory and Engineering to address specific requests
• Methodically review, troubleshoot and handle customer issues/requests by following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible
• Continuously optimize existing and future processes within the company that enhance client success and continually improve the quality, effectiveness, and efficiency of our processes
• Provide high-level technical support and work to resolve any customer dissatisfactions
• Assist in creating onboarding, training courses and educational/promotional materials for clients
• Maintain a detailed understanding of Genista’s offerings and work with clients to ensure they are making the most out of their experience with Genista’s offerings

Qualifications:

• Bachelor’s or advanced professional degree
• 3+ years of professional experience in customer success, customer outreach, client management
• Exceptional interpersonal skills as well as communication and writing skills are required
• Outstanding work ethic and the ability to report to job duties early in the day is needed
• Eager and focused individuals with integrity will be most successful in this position
• Must be excited to support brand goals and optimistic about sharing the company’s vision and message with customers