Customer Support Representative

Employer
Personalis
Location
94025, Menlo Park
Posted
Nov 12, 2018
Required Education
Bachelors Degree
Position Type
Full time

Personalis is an Immunogenomics company helping pharmaceutical companies drive the development of the next generation of cancer immunotherapies including Personalized Cancer Vaccines. Through our universal biomarker discovery platform, ACE ImmunoID, we provide researchers with a deeper understanding of the tumor’s mutational landscape, possible immune escape mechanisms and its unique microenvironment. Personalis immunogenomic services include deep exome and transcriptome sequencing coupled with proprietary analytics engines, all conducted in our state-of-the-art laboratory. Located in Menlo Park, CA, We are seeking a talented and highly motivated Customer Support Representative to join our Team reporting to the VP of Global Sales

The Customer Support Representative will be primarily responsible for coordinating pre and post-sales support for the Executive Account Managers and our Customers with internal cross-functional teams. This role will serve as the primary point of contact for field and customer requests requiring support from internal departments (OPS, Finance etc.)

Summary:

This position is viewed as a critical growth position for Personalis. The individual accepting this position has the opportunity to build a Customer Support organization from the ground up. A culture of customer and field support needs to be established with SOPs put in place to maintain accountability for excellent and timely support. Although this is currently an independent contributor position, it is envisioned that as the company and customer base grows that this function will require an expanded team. The position will be predominantly administrative in nature requiring strong organizational skills and the ability to establish excellent cross-functional internal team communications however, it is also essential that the individual build customer relationships with the goal of “Excellence in Customer Support”.

Responsibilities:

  • Work with SFDC Administrator to support SFDC related field requests
  • Manage in-bound calls providing triage and timely response to customers
  • Provide a daily summary status to field – sample arrival and sample delivery
  • Maintain key customer project trackers
  • Coordinate with Project Managers (PM) to address sample discrepancies
  • Coordinate with Project Managers to track failed samples for revenue forecasting purposes
  • Coordinate Customer Visits, Audits with appropriate internal departments
  • Assist in tracking PO status and amount of money/samples remaining on PO and contact customer when it needs to be suspended or amended
  • Track Statement of Work (SOW) approvals and Master Service Agreement (MSA) expirations
  • Manage customer related price list requests
  • Coordinate Change Order and Credit Memo requests with Finance
  • Work with PM & Finance to reconcile failed samples against PO
  • Work with Finance to address customer questions on invoicing and accounting related issues

Desired Skills and Experience:

  • BS in life science with experience in the Genomics/Molecular Biology space preferred
  • Minimum of 5-7 years of sales/customer support experience required
  • Experience with a biotech, pharma, CRO or testing laboratory preferred
  • Experience with Google Aps, Microsoft Office, SFDC (must have), LIMS, Tableau required
  • Strong written and verbal communication skills
  • Strong interpersonal and customer service skills
  • Proven experience independently solving problems
  • Must be organized and detail oriented and adept at multi-tasking

Personalis is an equal opportunity employer. Personalis offers a competitive compensation package