Enterprise Customer Success Manager jobs in Scranton, PA

Come join our family! Microbac Laboratories is an essential business offering competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!

ABOUT MICROBAC:

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients worldwide, offering laboratory solutions to the life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined over nearly 50 years of trusted, analytical and measurement experience.

Through our network of laboratories, offices, and field services, we have the flexibility to meet the unique requirements for each client, project, and scope.

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

JOB SUMMARY:

The role of the Corporate Customer Success Liaison is responsible for ensuring the satisfaction, retention and growth of Microbac’s VIP Network Customers. Your primary responsibility will be to build and maintain strong and robust relationships with clients, understand their needs, and serve as a vital team link between the customer and various internal teams. You will proactively engage with customers to ensure they derive maximum value from our products or services.

Essential Functions:

• Create a comprehensive, holistic understanding of the designated customers by gathering insights from various touchpoints including in person meetings.
• Identify and address gaps in the customer experience (CX) across all stages of the customer journey by establishing policies and procedures.
• Devise customer-focused service objectives that support sales revenue growth and enhance customer satisfaction.
• Provide resource decision-making, support and guidance to frontline teams to ensure optimal delivery of customer experience.
• Gain a thorough understanding of LIMS to provide high level oversight and aid in managing accounts effectively.
• Standardize customer’s LIMS accounts across the network utilizing best practices in utilizing LIMS, Client Connect, and Salesforce for efficient CX operations.
• Guide customers through the onboarding process, ensuring a smooth transition and clear understanding of Microbac’s products and services.
• Provide training and educational resources to customers, helping them maximize the value of their investment.
• Build and nurture strong, positive relationships with customers to understand their business objectives and challenges.
• Act as the primary point of contact for assigned customer accounts and function as a liaison between customers and internal Microbac teams.
• Develop an in-depth understanding of Microbac products and services to effectively communicate their features and benefits to customers.
• Stay informed about industry trends and best practices to provide relevant insights to customers.
• Address customer concerns, troubleshoot problems, and collaborate with technical support or other teams to ensure prompt resolution.
• Maintain a proactive approach to prevent potential issues and identify areas for improvement.
• Maintain accurate and up-to-date customer records and activity reports.
• Work towards customer retention by understanding their evolving needs and ensuring ongoing satisfaction.
• Identify upsell and cross-sell opportunities based on customer requirements and collaborate with the Microbac sales and operations team.
• Provide executive summaries to supervisor.
• Identify and cultivate customer advocates who can serve as references, provide testimonials, or participate in case studies.
• Encourage satisfied customers to share success stories that can be leveraged for marketing purposes.

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience in Chemistry, Biology or a related field of study. A general knowledge of testing methods or scientific process (within the appropriate market) obtained from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical or direct relevant laboratory experience is preferred to provide support to the clients of the company
• A minimum of 3 years of related industry experience
• Prior customer service experience
• Prior experience working in a laboratory and/or relative industry
• In-depth technical understanding of industry or subject area
• Excellent customer service skills, to include strong verbal and written communication skills
• Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others
• Deep knowledge of concepts and terminology commonly used within the industry
• Proficient understanding of regulatory requirements, common practices and trends as they relate to the industry
• A thorough knowledge of Laboratory Information Management (ELEMENT) and Customer Relationship Management (CRM) software systems are required to complete data entry and result searches for the client.
• General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database
• Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role
• Demonstrated ability to effectively plan, organize and lead projects
• Desire to work collaboratively with clients and internal staff teams to achieve common goals
• Flexibility to travel to various locations across the network and customer visits

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit.
• The employee must occassionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.

Working Conditions:

• While performing the duties of this job, the employee will be in a general office environment.
• The noise level in the work environment is usually moderate.
• This job may require travel up to 50% - 60% to locations across the network to train, onboard, assist the CX department.

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and life science markets.

OTHER:

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac, promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Microbac is an Equal Opportunity Employer – We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.