Customer Success Manager (Life Sciences)

Alameda, CA / Remote
30+ days ago

Job Description

Reporting to the Senior Manager of Customer Success, the Customer Success Manager (CSM) I role serves as a junior role customer facing role which will focus on customer support and basic order transactions for our North American Customers. The role is responsible for interacting with Customers to On-Board new and existing to AllCells, evangelize and train on the Webstore Configurator and configure Quotes and Sales Orders for standard cryo, fresh and combination orders. They are responsible to cover inbound customer activity and learn the more complex aspects of the CSM I. This is a remote position.

Job Responsibilities:

Customer Focus

  • Be available during scheduled time to answer any inbound communication.
  • Skillfully handle customer issues and find a resolution to the answer in a diplomatic and tactful way while communicating the Value of our cornerstone products.
  • Further qualify existing customers with an MQL status, on-board them to the Webstore and disposition as needed
  • Gather specific details and customer concerns with enough detail to build an accurate quote, and schedule based on available resources
  • Evangelize and On-Board customers to the AllCells webstore Configurator ensuring they are activated and have a base understanding of how to access inventory and place orders
  • Follow up on expiring quotes to ensure customers are receiving the product they need in a timely fashion
  • Answering inbound requests in a reasonable and timely manner
  • Conduct outbound initiatives to Cryo only customers to migrate to Webstore users. On-board cryo customers to AllCells’ Webstore.

Internal Customer Advocate

  • Identify trends in basic orders and offer ways to improve the customer experience
  • Communicate effectively with internal teams to provide an excellent customer experience
  • Manage internal customer escalations to to the appropriate team member to allow the senior CS to proactively address them and ensure they are taken to resolution

Team Contributor

  • Cover shifts as necessary to ensure the success of the team
  • Work with the CSM II’s to identify opportunities for proactive outreach and opportunities to learn more

AllCells Expert

  • Learn the basics of AllCells’ products and what differentiates them
  • Learn the basics of netsuite and how to become an expert at building basic quotes
  • Learn the minimum knowledge to identify which issues must be triaged and which can be routed to the webstore
  • Learn how to manage more complex orders
  • Manage inbound MQLs from Customers and convert to Quotes and Sales Orders
  • Learn the methods of root cause investigation and how to appropriately find resolution for the customer.
  • Complete other projects/tasks assigned by Supervisor/Manager.

Job Requirements:

  • Bachelor’s Degree in Economics or Molecular Biology. Previous laboratory experience a plus
  • 1+ years of experience in a Customer Success, Customer Service, or Sales role
  • Successful candidates will enjoy working with people and want to learn how to be successful at AllCells
  • Excellent communication skills, customer relations and problem solving capabilities. As a client-centered area of activity, he/she must have strong customer, interpersonal and communications skills as well as a good sense of organization.
  • Independent self-starter who can work well independently on assigned tasks as well as being a contributor to team initiatives, in the context of established protocols and procedures.
  • Demonstrated ability to perform efficiently in a fast paced, technical, low acceptable error rate workplace. Experience in working towards and meeting metrics based performance evaluation systems.
  • Demonstrated capabilities in application of standard software platforms (Google Business Apps) to achieve daily responsibilities. Applied experience in the use of NetSuite or other ERP/CRM systems is a plus.

Join us at AllCells and help shape the future of biotech. Our diverse backgrounds in hematology, immunology, biotech and business fuel our creativity to find new solutions for our customers. Whether it's providing the highest quality cells to researchers around the world or supporting them in finding the next breakthrough. AllCells is looking for the best minds to help meet the changing demands of scientific research. At AllCells, you'll play an important role in staying a step ahead of what researchers need, and shaping the processes and solutions that make their jobs easier. Come be a part of the future of AllCells.

What AllCells Offers

AllCells offers a competitive salary and benefits package. For our full-time employees, we offer medical, dental, vision, and life insurance. We also offer long/short term disability, 401K, FSA, rich paid time off plan, 12 holidays, and a bonus program.


Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs


Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted more than nine billion vehicles around the world. We have offices in Kitchener, Canada as well as operations in Germany, Serbia and the US. For more information, visit []. Position Summary  The Sales Engineer (SE) is an industry expert that drives software growth by developing technical and operational relationships with customers in support of their adoption of the Miovision products.  As a technical industry expert, the SE integrates into the daily operation of the agency to support complex proof of concepts and ongoing initiatives to maximize product output and value.  The SE ensures continuous value and product adoption that ultimately drives intersection network and software growth. Key Accountabilities  * Create customer success plans to drive growth for each account  * Support solution design and technical implementation of current desired integrations as outlined in the customer success plan. * Monitor user adoption and product utilization and create targeted programs to increase engagement and support the agency's change management process. * Build strong relationships between the Miovision product and support teams to ensure continuous resolution of ongoing operational issues as well as product deficiencies that may come up.  * Participate in regular support and health checks to ensure accounts are continuing to derive value from our solutions * Support software renewal and upselling activities  Skills/Qualifications * Bachelor’s degree or recognized equivalency or achievement of recognized professional level * 5+ years of technical experience; must understand network products * Ability to travel internationally, providing on-site consulting work to clients * Ability to manage multiple projects utilizing strong planning and organizational skills * Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping and process redesign * Systems implementation skills: requirements/process analysis, conceptual and detailed design, configuration, testing, training, change management and support * Analytical nature with the ability to solve complex business issues * Basic understanding of product development and engineering processes.  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.


Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance.

Waterloo, ON / Remote

Experience working as an SDR or BDR. Provide guidance and feedback on email outreach and sales calls. Experience working in a sales enablement function is a…

Waterloo, ON / Remote