Remote Senior Field Application Scientist (Customer Success)
Genomenon team members are thoughtful, ambitious, and talented folks working together across multiple states and countries to improve the lives of our customers and patients.
We have genetic scientists, PhD’s, former clinicians, and talented professionals who are the best at what they do. Our team is mature and mission-driven, we work hard and collaborate as equals. We're looking for sharp people who want to contribute new perspectives to our community and help us curate the entire human genome. We value folks who are comfortable with rapid change and are excited to build a company together.
We are guided by our core values:
- Always Learning: Approach challenges with curiosity and a growth mindset
- Data-Driven: Ask a lot of questions and look to the evidence for answers
- Humbly Confident: Aware of the value that we and others bring to the team
- Customer & Patient Driven: Put patients and customers first in everything we do
- True Grit: Embody passion and persistence, and aren’t afraid of hard work
About the Opportunity:
At Genomenon, we are at the forefront of genomics research and innovation, with a mission to accelerate genetic discoveries and improve patient care. We are looking for a motivated Field Application Scientist to join our dynamic team. This person will be working on the Customer Success team and will be partnering with the Sales, Product, and Marketing teams to drive success for our customers. This is a fully remote role for United States-based candidates, with 5% travel to customers and conferences required.
A Typical Day Will Include:
- Presenting to customers, or prospective customers, on Genomenon’s solution to genetic curation
- Assisting customers with day-to-day questions about our tool, Mastermind
- Utilizing and keeping up to date records in Salesforce
- Taking customer feedback to our Product and Sales team to improve their experience
- Acting as a thought leader and subject matter expert internally and externally
Position Responsibilities:
- Build credible and scientific relationships with top experts.
- Anticipate and solve client needs, with an eye toward their long term success.
- Convey complex information into concise teachings.
- Demonstrate excellent written communication skills and email etiquette.
- Maintain attention to detail while multitasking.
- Customer calls pre- and post-sales for training, pilots, check-ins, pre-launch, post-launch, pre-qualification, on-boarding, and collecting feedback.
- Customer support via email in the following areas: new user activations, login/access issues, search support/strategies, indexing requests, API support, IT/security.
- Administrative work in Salesforce to maintain Cases, dashboards, and reports.
- Collaborating with Marketing on shared goals including webinars, training videos, blogs, User Group meetings, conferences, events, and UserGuiding. Travel for conferences, marketing events, company meetings, customer on-sites will comprise about 5% of total time.
About You:
Our ideal candidate for this role will be someone who is passionate about our mission, motivated to help our customers solve their problems, and has excellent communication skills. A great person in this role would receive regular recognition from our customers and from our sales team about the partnership and support they receive. Growth for this role could include managing a team or taking on a more strategic role within the CS department.
Qualifications
- Bachelor's degree (genetics, molecular biology, biology, or related field).
- Experience with clinical informatics or clinical NGS interpretation.
- 2-5 years working directly with customers in a software or services capacity
- Experience in fostering positive relationships with customers; learning their workflows, helping troubleshoot their issues, and establishing credibility as a technical expert.
Nice to Haves:
- Experience with providing technical expertise through demos and training for current and prospective customers.
- Experience in adopting product led growth (PLG) - recognizing, recording, and sharing customer needs/feedback with Product to influence roadmap.
- Experience in executing and reinforcing established pre-sales processes, and contributing to the iterative evolution of these processes.
- Knowledge/experience in clinical variant interpretation.
- Experience with Salesforce.
- Experience demoing software.
- FAS has knowledge to independently handle all customer calls and support questions.
If you possess a passion for genetics, a drive for excellence, and the ability to thrive in a dynamic environment, we encourage you to apply. Join our team and contribute to groundbreaking advancements in genetics and genomics.
The only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. Those experiences contribute to our culture and help us find creative solutions to the tough problems we're solving. Because of this, we are committed to inclusion across race, gender, age, religion, identity, disability, and background in everything we do.
Historically, women and people of color are hesitant to apply for a role unless they meet every qualification listed in the job description. If you are uncertain if you're a fit, please apply. We'd rather have one more resume to review than miss the chance to meet amazing talent.