Director, Customer Experience - San Jose, CA | Biospace
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Director, Customer Experience

Bio-Techne

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Location:
San Jose, CA
Posted Date:
6/13/2017
Position Type:
Full time
Job Code:
Salary:
Required Education:
Masters Degree
Areas of Expertise Desired:
Customer Service,

Job Description

Description

ProteinSimple, a Bio-Techne brand, is seeking a Director of Customer Experience to lead the design and development of an exceptional user experience for the ProteinSimple portfolio of products. ProteinSimple is a leader in driving innovation around protein characterization and this role will drive innovation in the customer experience from customer acquisition through customer loyalty. Working closely with leaders in Product Marketing, Field Applications, Technical Support, Service, Sales, R&D, the Director of Customer Experience will lead an effort to redefine the customer experience from lead generation through customer loyalty across the ProteinSimple portfolio, as well as standardizing the user experience of our products and solutions. This role will report to the Sr. Director of Marketing.



Duties / Responsibilities

Define metrics for the measurement of customer satisfaction and track key performance indicators across products and services.

Collaborate with the leadership team to create and implement the vision of an end-to-end customer experience for ProteinSimple.

Implement appropriate changes across ProteinSimple to drive improvement in customer satisfaction, these may include –

Supporting the creation and delivery of scientific content for the Marketing, Sales, and Support of ProteinSimple products

Creating programs for the collection, evaluation, and action on VoC

Collaborating in a cross-functional effort to evaluate and reorganize the delivery of training and support by application science, technical support, and service

Collaborate with Product Managers to ensure product requirements are aligned with VoC.

Requirements

Skills / Qualifications

An innovative mindset, coupled with a passion for creating an exceptional customer experience.
Demonstrated experience working cross functionally in a highly technical domain.
Curious about customer behavior, seeks a clear understanding of what customers may need but not ask for. Celebrates customer satisfaction.
Doesn't shy away from complex problems, but also has a knack for reducing complexity
Excellent visual, written, and spoken communication, as well as via strong sketching and storyboarding.
Demonstrated experience working cross functionally in a highly technical domain.
Curious about customer behavior, seeks a clear understanding of what customers may need but not ask for. Celebrates customer satisfaction.
Doesn't shy away from complex problems, but also has a knack for reducing complexity
Excellent visual, written, and spoken communication, as well as via strong sketching and storyboarding.
A team player, who acknowledges diverse viewpoints, works constructively to accommodate stakeholders' goals and constraints and has demonstrated effectiveness on a matrixed team.
Takes an open-minded and listen-first approach to ensure shared ownership. Willingness to “get dirty” and work as an individual contributor.


Work Experience Requirements

Experience working within life science industry and ability to communicate with scientists is required.
5+ years’ experience in customer facing role (sales or field applications)
Education Requirements
Masters’ degree in life science is required, PhD is preferred