Customer Success Specialist

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: 23-01-23
  • Location: Framingham, MA / Cambridge, MA
  • Job-ID: R6205

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With around 5,000 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle: Collaborate on new ideas. You would like to be in an environment in which you can work efficiently? At Eppendorf you will be using your competencies to work on solutions for operational matters in a positive and affirmative working environment. You will be working closely with your team. You are also motivated by responsible tasks? Then apply now!

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Your challenges

  • The Customer Success Specialist is part of the Americas Account Management for eLabNext division and is responsible for supporting regional sales and support activities
  • You will bring an unmatched level of customer support, driving a delightful platform experience and ultimately customer success, you are a hero for our customers
  • Assist in new customer onboarding, provide customer support and achieve customer success for each customer
  • You will be a product expert and will engage directly with customers to help them fully understand how to use our product and provide best practices to enhance user adoption and success
  • Handle both direct and indirect customer’s support emails and phone calls
  • Be the voice internally, helping Bio-ITech evolve and refine our product and process
  • You have a strong aptitude towards CRM software management tools, can provide reports on a monthly basis
  • Work closely with Tech Support and Sales team to drive projects and execute tasks
  • Help build our tutorials and documentation
  • Organize and lead small customer workshops

Your expertise

  • **Employment at Eppendorf in the United States and Canada requires vaccination against COVID-19. All new hires must be vaccinated against COVID-19, or, have a qualified medical or religious exemption, prior to the start of employment**
  • College degree preferred; and/or one to two years related experience and/or training
  • 1+ years experience in a customer-facing position, preferably supporting a SaaS product
  • Analytical, thorough, and pro-active
  • Tech-savvy and can gain technical understanding of the functionality of our software solutions fast
  • Life science industry experience is considered an advantage
  • Strong interpersonal communication skills and can work cross-functionally across teams, you are a great team player
  • Strong organizational skills
  • Tenacious attitude, you have a high level of perseverance and do not stop until a problem has been resolved
  • Competency with Microsoft Office Suite, particularly Excel
  • Experience working ZOHO, JIRA, and Zendesk is a plus
  • Experience with the development or support of web-based languages and frameworks such as HTML, CSS, JavaScript, and RESTful API's is a plus

Your benefits at Eppendorf

  • Competitive total rewards package including health, financial, and education benefits
  • Innovative and Collaborative corporate culture
  • Contribute to improving the human living condition
  • Direct impact on business

Please note that we can only consider applications that are submitted online via our application management tool.

Apply now