Integrated DNA Technologies (IDT) is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team. IDT is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.
Position Overview: This position is part of the Customer Success department and will be remote. At IDT, we are one global team. We celebrate our differences, engage in healthy debate, and are inclusive. Together, we accomplish great things!
Responsibilities: Oversee customer inquiries for assigned accounts to provide a positive customer experience through elite, world-class service management; acts as the subject matter expert and manages complex product development projects for contract manufactured product lines.Partner with Sales, Operations, and other key stakeholders to set strategy for meetings, customer calls, visits, and business reviews. Manage and oversee action item completion from these interactions.Develop and execute a customer satisfaction, retention, and growth action plan for assigned accounts.Work cross-functionally with customers and members of various functional departments within IDT to support customers' product requirements/specifications, documentation, ordering, commercialization, and regulatory needs.Facilitate consultative sessions with SMEs on more complex support including escalations, internal coordination, and successful problem resolution.Monitor and support customized performance metrics based on service data. Develop and execute action plans to drive progress. Create basic interactive customer dashboard providing real-time visibility to metrics and action plans across assigned accounts.Identify process gaps and system limitations; identify process and account management optimizations, independently or via delegation. Facilitate ongoing Best Practices and Operational Improvements. Utilize and leverage DBS or other problem-solving tools as needed. Minimum Requirements: 5+ years' experience in Customer Service working with senior leaders or in strategic or account management in the Biotechnology or Life Sciences industry.Bachelor's or Master's degree in a life science (biology, biochemistry, chemistry), business, or related field.Demonstrated ability to consistently manage multiple priorities and solve problems using critical thinking skills with attention to detail and organization.
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