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.
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