Chemaxon is an industry-leading cheminformatics software company helping early-stage drug discovery and chemistry research for more than 20 years. Our clients are top pharmaceutical companies, innovative biotech startups, and leading academic institutions.
We are agile, innovative and friendly, offering compelling opportunities for frequent collaboration and cross-training with teammates and stakeholders.
We operate internationally, with regional teams based in Budapest (HQ), UK, Boston, San Diego and Basel (Switzerland), along with distributors in the Asia Pacific. We are in an exciting time of organizational and business growth, so now is the perfect time to join our team!
A Customer Success Manager (CSM) plays a critical role in ensuring that key customers are successful in using a company's technical products or services. The primary focus of a CSM is to build and maintain strong relationships with key customers by understanding their technical needs, addressing their challenges, and helping them achieve their desired outcomes. In essence, a Customer Success Manager acts as a bridge between customers and the company's technical offerings, ensuring that customers accomplish their goals while using the products or services effectively.
- : CSMs work closely with key customers during the onboarding process, ensuring that the technical products or services are set up correctly and integrated into the customer's existing systems or processes. They provide guidance, training, and support to make the adoption process smooth and effortless.
- : CSMs act as the primary point of contact for escalated customer issues and ensure timely resolution. They collaborate with the customer's technical teams to identify challenges, troubleshoot problems, diagnose issues, and provide solutions. This might involve coordinating with the company's support or engineering teams to resolve complex technical issues.
- : Building and maintaining strong, long-term relationships with key customers is crucial. In collaboration with Account Managers, CSMs engage with key customers regularly to understand their evolving needs, challenges, and objectives. They work closely with the sales team to identify growth opportunities for existing customers and upsell/cross-sell products and services whenever possible. CSMs serve as the customers' advocate within the company, ensuring their feedback is heard and their requirements are met.
- : CSMs have an in-depth understanding of the company's products or services, their technical capabilities, and how they can be utilized to address customer needs. This knowledge enables them to provide expert-level guidance, recommendations, and best practices to customers.
- : CSMs don't just react to problems; they also provide proactive guidance. They help customers identify opportunities to optimize their use of the technical products or services, leading to improved outcomes and increased customer satisfaction.
- : CSMs provide training sessions, workshops, and educational resources if needed to help customers maximize the value of the products or services. They demonstrate and promote advanced features, allowing customers to realize the full potential of the company’s products.
- : CSMs regularly collect feedback from customers at various points throughout the customer lifecycle and relay it back to the company's product and development teams. They contribute to the product roadmap by sharing pivotal insights about key customer needs, use cases, pain points, and feature requests. CSMs help ensure that customers are maximizing the value from their purchases, resulting in increased renewals and lower churn.
- Educational background in a life sciences field
- Proven experience in technical customer support, or customer success within the software industry
- Strong technical aptitude and the ability to understand and communicate complex technical concepts
- Experience working with cloud platforms
- Experience with enterprise technology (SaaS, relational databases, RESTful APIs, networking, security, etc.)
- Comprehensive knowledge of drug discovery workflows and use cases
- Exceptional communication and interpersonal skills
- Customer-focused with a passion for ensuring customer success
- The ability to troubleshoot technical issues, think critically, and propose creative solutions on time
- Remote working opportunity
- Generous annual training budget supporting your professional development (off-site training, international conferences, e-books)
- We work with global Top500 companies (R&D) and leading academic institutions, giving you a chance to gain insights into these dynamically evolving industries
What We Do
So, briefly: who are we?
Chemaxon is a leading cheminformatics company, with headquarters in Budapest, Hungary and offices in the US and Switzerland
And what do we do?
We provide chemical software development platforms mostly for the biotechnology and pharmaceutical industries - but any chemist might find us useful.
Why do our users prefer us?
Because we are known for our rapid and high quality technical support, we develop our tools together with our users (the reason we have good quality software); and because we support academic research and teaching like no one else in the industry!
All right, so exactly what are we good for?
Well, among many other things, you can draw & view chemical structures with Marvin Suite; manage and search your compounds with JChem tools; search your database in Excel or in our Instant JChem interface; perform a variety of calculations and predictions; cluster, screen, fragment or synthesize your compounds virtually and deal with Markush structures.
That's it really in a nutshell. If you are interested, contact us or post a message here.