Customer Success Associate
Dotmatics is a leader in R&D scientific software connecting science, data, and decision-making. Its enterprise R&D platform and scientists’ favourite applications drive efficiency and accelerate innovation. More than 2 million scientists and 10,000 customers trust Dotmatics to help them create a healthier, cleaner, safer world.
Dotmatics is a global team of more than 800 team mates dedicated to supporting its customers in over 180 countries. The company is headquartered in Boston, with teams located around the world.
Dotmatics is backed by Insight Partners, a leading global venture capital and private equity firm investing in high-growth technology and software scaleup companies. Learn more about Dotmatics, its platform, and applications including Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express and LabArchives at https://dotmatics.com.
Come join us!
As an evolving, global business at the cutting edge of scientific innovation, we offer curious, bright minds from around the world the chance to make immediate impact. We offer meaningful benefits in each market, generous pension/retirement savings plans, equity and a collaborative, remote-friendly work environment centred around core key behaviours and high levels of integrity.
What do we need
We are looking for a new Customer Success Associate to join our growing team. As a key member of the Customer Success Group, this role will allow us to increase the overall value we provide customers by offering a higher level of customer support. This role is more than just managing and triaging incoming customer requests. At its core, the Customer Success Associate will take a proactive approach to building the long-term relationship with a customer but also being a key operational leader within the team, focused on ensuring we approach the customer experience for each product from an efficient and scalable way measured against key performance metrics.
While this role is remote, we collaborate as a team and have working team days at an industrious space locally and team get togethers!
In this role you will get to
- Respond to incoming support requests that includes helping with transferring licenses, setting up new accounts, issuing quotes, processing orders and assisting customers and admins with installing/ activating their license
- Manage assigned accounts to ensure timely license renewals and implement strategies for growth
- Work across multiple software products and support systems.
- Collaborate with product support teams on technical requests to ensure customer receives timely and complete resolution to their issue
- Craft thoughtful responses to key customer needs and collaborate with team on determining best path to resolution
- Liaise with resellers to purchase licenses on behalf of their customers in line with our existing partner program
- Manage side projects related to customer payment collections, customer intelligence, account data clean up, content campaigns and other tasks related to improving overall customer experience
- Identify, improve, and lead all aspects of the health of each of your customers (CSAT)
- Creating strong value-add engagement at every stage of the customer engagement journey, as measured by adherence to our engagement frameworks and monthly and quarterly engagement coverage targets
- Engage with our product teams to inform decisions around future feature roadmap based on customer needs
- Work with experts in each scientific discipline to fill gaps in content across training and support channels
We are looking for people who have at least 2 years providing customer support and/or account management ideally within a SaaS centric environment. You will be a quick learner and can work effectively in an ever-changing startup environment with a desire to support customers by pro-actively seeking out solves for them.
The key skills we are looking for in an ideal candidate are:
- Supporting various types of software products
- Sales, account management or customer success/support, managing complex accounts
- Customer support/success within the software industry
- Customer case management processes
- Working with customers/users of highly technical/scientific software products
You may also demonstrate:
- Experience with Zendesk, Salesforce and Jira
- Working knowledge or education in analytics, statistics, biochemistry, molecular biology, bioinformatics and/or genomics industry
- Advanced degree or continuing education in Statistics, Genomics, Biology, Chemistry and/or other related scientific domain
Total Rewards
Dotmatics utilises a national market-based approach to base pay benchmarking and pay band development. The candidate's final starting pay is based on job-related skills, experience, job specific qualifications & location. In addition to base salary, Dotmatics has implemented a total rewards strategy, which is the combination of compensation, benefits and recognition.
Certain positions are also eligible for variable pay; your recruiter will discuss the full compensation package details.
Other Total Rewards Offered
- Equity Compensation
- Medical, Dental, Vision, Insurance
- Health Spending Accounts
- Wellness Benefits (Mental Health Apps and Fitness Perks)
- Company-paid Life and Disability Insurance
- 401k Retirement Plan (with 4% company match; immediate vesting)
- Flexible Time off Plan (for US exempt employees)
This is the range that we, in good faith, believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.
Starting Base Pay Range
$21—$24 USD
Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.
By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.
Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.