Customer Success Manager, Scientific Analysis Software, QDI
Overview
At the heart of QIAGEN’s business is a vision to make improvements in life possible.
We are on an exciting mission to make a real difference in science and healthcare. We are still the entrepreneurial company we started out as and have today achieved a size where we can bring our full power to many initiatives and to our presence across the globe.
Our most valuable asset are our employees – more than 6000 in over 35 locations around the world. Our ambition is to ensure we have outstanding and passionate people working in the best teams and we are constantly looking for new talent to join us.
There are few players who have shaped the world of modern science and healthcare as much as QIAGEN, and we have only just started.
If you are looking to advance your career, are seeking new challenges and opportunities, enjoy working in dynamic and international, diverse teams and want to make a real impact on people’s lives, then QIAGEN is where you need to be.
Join us. At QIAGEN, you make a difference every day.
Position Description
QIAGEN Digital Insights is a leading provider of data analysis tools for biological research and development, including Ingenuity Pathway Analysis, OmicSoft, CLC Genomics Workbench, and the Biomedical Knowledgebase, as well as other knowledgebases and genomic variant interpretation for clinical decision support.
Position Description: This Customer Success Manager (CSM) position is an exciting role where you will build relationships with, and support, a wide range of scientists, primarily at large biopharma and biotechnology organizations, in their use of QIAGEN Digital Insights (QDI) bioinformatics analysis and knowledgebase software applications. The Customer Success Manager is responsible for growing adoption of QDI products and services within major accounts.
The CSM will work with account managers to implement account strategy, will work with customer-stakeholders to build product awareness, and work independently to proactively reach out to users, or potential users, to generate awareness of product, services and/or training value. The CSM will be responsible for onboarding new users as well as organizing training events and delivering basic product training.
Working across several customers, the CSM will need to be detail-oriented and have good organizational and project management skills to implement and track activities. The CSM will need to have a strong scientific and technical foundation to understanding customer needs and the application of QDI products.
This is a full-time, field-based (home office with travel) role. Candidates should be prepared to travel an average of 10-30%. The amount of overnight travel will depend on home office location.
Responsibilities:
– Initiate, organize, and coordinate meetings with potential, new or existing users, and engage in scientific discussions and cultivate relationships.
– Network, seek out and potentially cold-contact potential new users within organizations.
– With training, become competent with QIAGEN’s portfolio of bioinformatics software applications.
– Leverage deep scientific knowledge to identify customer challenges and map them to QIAGEN’s bioinformatics software products and services.
– Organize onboarding for new users to QDI software and solutions.
– Project manage larger training efforts involving multiple events and customer sites.
– Leverage existing or develop applicable training resources as needed.
– Arrange standing meetings with product champions.
– Mine and analyze product usage data and license information to create retention and/or growth strategy.
– Establish and track service engagements.
– Track customer requests internally and communicate progress externally.
– Be highly communicative and liaison between internal groups, particularly the field application science, sales, and product management teams.
– Able to work both autonomously, with managerial guidance, and as a part of a cross-functional team.
Position Requirements
– PhD. in life science, molecular biology, bioinformatics or similar highly preferred.
– Customer-facing Experience working in, or with, pharmaceutical, biopharma or biotech.
– Comfort proactively making new contacts.
– Excellent interpersonal and relationship-building skills with ability to work as a team.
– Proven exceptional organizational skills and ability to track multiple concurrent projects.
– Demonstrated excellent writing, presentation, and verbal communications skills including demonstrated public speaking experience.
– Aptitude for understanding and communicating complex computational concepts, applications and algorithms to non-computer savvy biologists.
– Ability to travel to customer sites on a regular basis.
– Prior experience with Ingenuity Pathway Analysis, Omicsoft, or CLC Genomics Workbench software highly desired.
Personal Requirements
– Must have a strong work ethic, able to stay focused on work, free of distractions, in a home office environment.
– Ability to travel 10-30% depending on home office location.
What we offer
At the heart of QIAGEN are our people who drive our success. We act with passion, always challenging the status quo to drive innovation and continuous improvement. We inspire with our leadership and make an impact with our actions. We create a collaborative, safe and engaging workplace which forms the basis for high performing individuals and teams. We drive accountability and entrepreneurial decision-making and want you to excel your growth and shape the future of QIAGEN.
QIAGEN is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), sex stereotyping (including but not limited to assumptions about a person’s appearance or behavior, gender roles, gender expression, or gender identity), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law.
QIAGEN complies with applicable laws regarding the confidentiality of employee health information and the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs. Candidates who require accommodation should contact Benefits@QIAGEN.com. This policy is part of QIAGEN’s ongoing efforts to support public health efforts and to ensure the safety and-well-being of its employees, customers, business partners, and community.
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