Experienced Customer Success Manager – Electron Microscopy Science

Join arenaflex, a leading global biotechnology company, and be part of a dynamic team that is shaping the future of scientific research and discovery. As a Customer Success Manager, you will play a critical role in delivering exceptional customer experiences and driving business growth in the electron microscopy science industry.

About arenaflex

arenaflex is a company that is passionate about making a difference in the world. Our mission is to enable scientists and researchers to accelerate breakthrough discoveries, increase efficiency, and ultimately change the world. With a strong commitment to innovation and customer satisfaction, we are a trusted partner for customers in the life science and materials science industries.

The Materials and Structural Analysis Electron Microscopy Business

Our Materials and Structural Analysis Electron Microscopy business is a leading provider of advanced electron microscopy solutions that enable customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase efficiency, and ultimately change the world. Our customers are at the forefront of scientific research and discovery, and we are proud to support them in their quest for knowledge and innovation.

The Customer Experience Team

The Customer Experience team is a critical component of our business, and we are seeking a highly skilled and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for supporting Life Science and Materials Science customers throughout their entire experience with us, from initial onboarding to ongoing support and maintenance. Your primary goal will be to accelerate the customer's success factors by providing sustainable solutions, throughout the complete customer journey.

Responsibilities

As a Customer Success Manager, your key responsibilities will include:

• Developing positive relationships with customers by providing excellent customer service and leveraging customer onboarding meetings to set customer expectations, decide on success criteria, and understand individual customer needs.
• Working closely with the service and applications teams to ensure a smooth installation and training process.
• Collaborating with sales, IT, and other departments to connect the customer with needed information and resources.
• Monitoring and tracking customer progress starting at point of sale, through installation and training, and beyond.
• Serving as a single point of contact for customer concerns and as such an internal advocate for customer needs.
• Identifying processes, infrastructure, and/or product changes and/or offerings that could be adjusted to improve customer experience.
• Traveling up to 30% of the time, primarily in the US, to meet with customers and provide support.

Minimum Qualifications

To be successful in this role, you will need to possess the following qualifications:

• An advanced degree (M.S./Ph.D.) in Biological Sciences, or material science engineering or Physics; or a similar degree through experience. We will consider a Bachelor's Degree with 10 years of experience.
• Experience interacting with customers, service engineers, product marketing managers, and R&D in an advanced technology role.
• Excellent teamwork and communication skills, with the ability to work independently.
• Strong inter-cultural skills and the ability to communicate effectively with customers from diverse backgrounds.

Preferred Qualifications

While not required, the following qualifications would be highly desirable:

• High-end (Cryo-)Electron Microscopy experience (academia or industry).
• Comfortable working independently and leading customer relationships.
• Project management experience.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary range of $92,900.00–$130,000.00 based in Illinois. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs.
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.

How to Apply

If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Contact Information

For more information about this opportunity, please contact our HR department at [arenaflex HR Email]. We are an equal opportunities employer and welcome applications from diverse candidates.

Apply Now

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