Customer Success Account Manager

Job Description Summary

Are you passionate about software and eager to make an impact in the biotechnology industry? STEMCELL Technologies is seeking a Customer Success Account Manager to join our STEMSOFT team!

As the Customer Success Account Manager, you will manage relationships for STEMSOFT clients and ensure a seamless transition from initiation to the go-live phase across project stages. You will play a pivotal role in strategizing and building strong long-term positive relationships with all STEMSOFT clients through continuous engagement. You will implement long-term strategies that support STEMSOFT clients relationships by integrating STEMSOFT suite of products seamlessly with client workflows to enhance both user satisfaction and regulatory compliance. Additionally, you will advocate for clients while supporting organizational growth by actively contributing to revenue generation through strategic client engagements and optimized system configurations.

Please note, given our global reach, this position includes early morning meetings to support our international customers.

Job Description

Duties and Responsibilities

• Builds strong relationships with key customer stakeholders and subject matter experts, proactively providing strategic solutions to align STEMSOFT’s capabilities with client needs
• Demonstrates an in-depth understanding of the STEMSOFT implementation methodology to effectively shepherd clients through each stage to a successful go-live
• Advocates for client priorities, requirements, and strategic value-adds during key internal forums, generating billable revenue
• Coordinates and reports on key project phases, encompassing software installation, user training, system interface implementation, and data migration
• Delivers end-user training and guidance on standard software functionality to facilitate successful product adoption and long-term usability

Knowledge and Qualifications

• Bachelor’s degree with 2-6 years of customer success/support experience, or equivalent
• Proven ability to adapt workflows and educate clients through effective training and best practices to build trusted advisor relationships
• Advanced communication skills to effectively engage and influence all stakeholders across various levels
• Demonstrated success in identifying expansion opportunities, consulting on customer needs, and driving high product adoption and satisfaction

#United #LI-Onsite #LI-ML1

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The annual salary for this job ranges from:

$72,700.00 - $98,300.00

STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package including health benefits, retirement savings, and more.

To apply, please select the “Apply” button below. You will then be directed to a login screen asking you to set up an account, which is required to apply.