Our Why At Dotmatics
At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive.
Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Virscidian.
We have a vision for a new Lab of the Future that will change the future of scientific research.
We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.
Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.
Shaping the Future of Science At Dotmatics
Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.
You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.
We are Science Driven. We are Customer Centric. We are Better Together.
What do we need
Dotmatics is seeking an Enterprise Customer Success Manager for two of its flagship brands, Geneious and SnapGene. As a key member of the Customer Success group, this role will allow us to increase the overall value we provide customers by offering a higher level of account management, onboarding, engagement and overall support.
Ultimately, this role is more than just managing and triaging incoming customer requests. At its core, the Enterprise Customer Success Manager will take a proactive approach to building the long-term relationship within a customer by extending their current license(s) and introducing new products across the portfolio.
You will manage a mix of large strategic accounts and developing SME accounts to drive customer satisfaction, application engagement, customer retention, and growth, while using your background in science or research to connect with users. You will serve as a key point of contact for high value customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from the suite of products. In this role, you are part coach, project manager, consultant and product specialist and your ultimate goal is to build usage and customer loyalty.
In this role you will get to
- Manage a portfolio of large strategic and Enterprise customers
- Participate in presales activities with cross functional Sales teams and transition those accounts into consolidated enterprise customer relationships
- Work internally across Customer Success, Support and Sales to improve pre-sales and post sales communication
- Help maintain retention & growth rates
- Monitor customer usage data and proactively identify potential issues or areas for improvement to prevent churn.
- Provide clients with performance reports and insights, highlighting the value delivered and suggesting areas for improvement.
- Design and deliver Stakeholders communication strategies across the organization to further promote and embed the products in the research cycle.
- Become a product champion and use this knowledge to effectively guide customers towards their desired outcomes through scaled engagements.
- Serve as the primary interface to manage and resolve critical situations
- Identify, improve, and lead all aspects of the health of each of your customers (CSAT).
- Drive product adoption by leading onboarding for new customers and teams and supporting overall user value of the products
- Develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success.
- Create strong value-add engagement at every stage of the customer engagement journey, as measured by adherence to our engagement frameworks and monthly and quarterly engagement coverage targets.
- Work with experts in each scientific discipline to fill gaps in content across training and support channels.
- Identify and manage (nurturing & forecasting) upsell, cross-sell, & expansion opportunities as measured by specific upsell and expansion targets set each quarter.
- Ensure customers get maximum value from Dotmatics Products (Geneious & Snapgene) by leading activities such as webinars, email campaigns, user meet-ups, etc.
- Work with our product team to inform decisions around future feature roadmap based on customer needs.
- Work with experts in each scientific discipline to fill gaps in content across training and support channels.
We are looking for people who have 5-7+ years in a sales, account management or customer success role managing complex accounts in the life sciences software space, Ideally with experience in SaaS software and the biochemistry, molecular biology, bioinformatics and/or genomics industry
The key skills we are looking for
- Account Management involving Life Sciences SaaS or license based Scientific Software
- Designing and delivering high quality presentations on technical subjects to non-technical folks in a commercial setting
- Building credibility and trust by understanding customer requirements and addressing needs
- Maintaining highly valuable and outcome-based relationships with a diverse customer account base
- Managing Churn and increasing renewals and new revenue streams
- Working with cross functional teams such as Sales or Product
- CRM software (Salesforce preferred)
- Zendesk or similar ticketing systems and project management tools
You may also have
- Masters or PhD In biochemistry, biology or bioinformatics
- Knowledge and experience of scientific workflows
- Sales background
Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.
By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.
Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.
