Customer Success Specialist

I.  JOB SUMMARY:

The  Customer Success Specialist (CSS) will work in collaboration with the VP of Sales to achieve assigned account and revenue objectives and KPI’s. The position will be home-office based, and will be responsible for the tactical execution and evolution of our customer-facing activities, customer outreach, and strategic plan. The position will entail frequent contact with customers in all modalities including remote teleconferencing, phone, email, face to face location visits, trade show, and group demonstrations/ presentations as needed to achieve objectives. Activities will center around developing a deep understanding of customer applications and product needs, and how our collaboration can enable their work and contribute to revenue increases. This person should be able to collaborate, initiate contact, and demonstrate product capabilities to foster mutual customer-company benefit. The successful CSS will be able to multitask and work in a fast-paced start up environment and be seeking job advancement.

II. RESPONSIBILITIES:  

Execute effective customer fulfillment and outreach in attainment of team revenue objectives

• Meet quarterly and annual revenue objectives and KPI’s for commercial team.
• Research and understand customer applications and foster collaborations.
• Develop an effective outreach cadence and forward-thinking funnel strategy.
• Build expertise as needed in key customer applications and consult internally and externally with SME’s as needed.
• Provide sales project management, logistics and organization.
• Report out on progress of fulfillment and outreach activities.

Meet Key Performance Indicators of the Customer Success Specialist position:

• Identify Leads/opportunities for field-based CSS to close, or close field-based opportunities as assigned. Applicable for NB and collaborator lead-maturation activities.
• Responsible for complete sales lead cycle from lead-warm, SAL to SQL, to deal closing.
• Obtain commitment from customers and thought leaders to initiate trials and execute an effective product sample and follow up process, including quotes, agreements and PO’s.
• Become active in key societies and professional groups. Fulfill strategic initiatives as assigned.
• Schedule appointments for various Nucleus Biologics staff and departments, and collaborators, with customers if and when deemed appropriate.

·Implement and execute Marketing promotional programs as requested by the VP of Marketing.      

Work effectively and support strong team collaboration.

• Foster efficient team collaboration with Sales, Marketing, R&D, Manufacturing, Quality and other departments to accelerate closure of sales opportunities.

·Establish routine communication cadence with the VP of Sales to effectively evolve and pivot customer selling activities, including accurate regular reporting, CRM maintenance and revenue building discussions aimed at accelerating sales funnel and customer pipeline growth  

Effective utilization, evolution and creation of tools and processes.

• Implementation and proper use of Hubspot CRM System.
• Contribution to and ongoing iterative revision of Revenue Plan vs Actual snapshot. Implement and adjust KPI-related activities from CRM and snapshot feedbacks.
• Attention to detail and entering appropriate customer content required.

Have fun and contribute to a winning culture

  II.REQUIREMENTS:

EDUCATION:

BA in Biology, Biotechnology-related life science, or cell-related degree preferred.

KNOWLEDGE AND EXPERIENCE:

• Requires 1-3 years of successful experience Bioproduction, cell therapy experience, and/or sales.
• Experience within cell culture, lab management or cell therapy, or equivalent demonstration of lab competency in related area.
• Prior experience in cell culture bench research a plus.

SKILLS AND ABILITIES:

• Ability to understand technical processes that involve cells and proliferation, and regularly update training. Prior Mammalian cell culture experience, primary, T-cell or stem cell experience a plus.
• Willingness to learn and evolve sales process.
• Ability to communicate effectively both orally and in writing and to establish and maintain productive working relationships with targeted customers and internal company colleagues.
• Demonstrated competency with effective teamwork and team selling experience.
• Strong attention to detail executing CRM and ERM processes and procedures and experience and continuous development of competency in all company software implementations as deployed.
• Competency with computer applications such as Microsoft Office (Outlook, Excel, Powerpoint, Word) and Dropbox.
• Ability to exercise independent judgment consistent with Company guidelines

PROBLEM SOLVING AND DECISION MAKING:

• Develops solutions to a variety of complex problems; ensures solutions are consistent with organization objectives

PHYSICAL REQUIREMENTS:

• Ability to hear and speak to employees and external associates on the phone and in person.
• Ability to see the letters and numbers on a personal computer screen and on memos, reports and other documents (near vision)
• Ability to lift 50 lbs., supplies and collateral for trade shows and customer facing events.

TRAVEL REQUIREMENTS:

• May require travel to and from Nucleus Biologics offices or customer/vendor locations at a US National level.
• Modality and % may evolve based on need. Expect some % of inside and outside sales activity.
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NOTE: The above statements are intended to describe the general nature and level of work being performed by incumbents. They are not intended to be an exhaustive list of all responsibilities, duties and skills required by all incumbents. Incumbents may perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to add to or change the duties of the position at any time.