Position Title: Client Success Specialist I
Full Time, Non-Exempt Employee
Job Reference ID: 30306241
Location: Tigard, OR
Job Summary:
Yecuris’ cutting-edge liver-humanized animal models and services provide researchers with actionable insights at the cellular, tissue, and animal level. Our mission is to help biotech, pharmaceutical, and academic clients make discoveries important to human health and quality of life.
The Client Services Group is the client-facing portion of the organization that covers Customer Support, Sales, and Marketing activities for Yecuris. The purpose of the Customer Success Specialist is to deliver on the company’s commitment to customer satisfaction through flawless execution and clear communication throughout the sales cycle.
In this role you will:
Be Responsible for Current Client Order Management:
- Responsible for the end-to-end order management process, including order entry, verification, client confirmation, processing, and shipment coordination.
- Ensure accuracy and timely delivery of customer orders.
Help Manage Client Relationships:
- Serve as primary point of client contact, building strong relationships with clients.
- Proactively engage with customers to provide order processing guidance, and work collaboratively with Sales to resolve client issues or concerns.
Be a Product Champion:
- Develop an in-depth knowledge of Yecuris' biotech products and services.
- Stay updated on product advancements, features, and applications to effectively assist customers and provide accurate information.
Contribute to Customer Onboarding:
- Disseminate key information to ensure customers have all the information and materials they need to be successful using our products.
- Proactively identify potential issues and escalate concerns to scientific staff.
Help Resolve Client Concerns:
- Work closely with Sales to diplomatically address and resolve client issues.
- Collaborate with cross-functional teams, including sales, marketing, study teams, operations, and R&D to address customer concerns and maintain customer satisfaction.
Help Implement Client Success Initiatives:
- Contribute to customer success initiatives by assisting in developing support materials, creating best practices documentation, and participating in projects aimed at improving customer satisfaction and retention.
- Identify and suggest improvements to processes and practices that will improve the customer experience.
Gather and Report Customer Feedback:
- Solicit and gather customer feedback and insights.
- Share customer insights with internal teams to drive product development, process improvement, and overall customer satisfaction.
Actively Maintain Reporting and Documentation:
- Maintain accurate CRM records of customer interactions, order details, and support activities.
- Assist in generating reports on order status, customer inquiries, and customer satisfaction metrics to track progress and inform decision-making.
Requirements
- Bachelor’s degree in Business or a related discipline.
- 2-4 years experience in a customer-facing role in client success or order fulfillment, preferably in a biotech or life sciences setting.
- Be a self-driven team player with excellent communication, leadership, and motivational skills.
- Proficiency with use of Microsoft Office including Word/Excel/PowerPoint.
- Prior experience with CRM, order management, accounting, statistical and graphical software programs is highly preferred.
Key Skills
- Positive attitude with the ability to work cooperatively in a team environment.
- Ability to successfully drive projects from initiation to conclusion, with high-level guidance.
- Highly organized and capable of meeting deadlines.
- Excellent attention to detail.
- Strong verbal and written communication skills.
- Well-developed multi-tasking skills.
- Ability to work in a fast-paced environment and quickly adapt to changes.
Work Environment
- This position involves duties primarily in an office environment (90%), some duties may be carried warehouse facility (10%) and rarely may need to enter a research laboratory.
- Ability to lift at least 30lbs.
- Able to bend, kneel, sit, and stand for prolonged periods of time.
Equipment:
Office Equipment: personal computer, printers, phones, trade show equipment, etc.
Benefits
Yecuris offers exciting career opportunities in a dynamic working environment. Full medical, dental, vision, and 401k benefits provided for full-time employees. Convenient location in Tigard, Oregon with free parking.
Job Type: Full-time
Pay: $21.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person