semaphoresolutions

Customer Success Analyst

Victoria, British Columbia, Canada

Sponsorship not specified$70k-$84kDetected 20 days ago

GitJiraConfluenceCustomer SuccessCustomer SupportBioinformaticsCommunicationCollaboration

About the role

We look forward to helping the Customer Success Analyst (CSA) learn about our product's technical landscape and contribute to customer success by resolving and escalating technical queries.
This is a remote-first, 18-month contract, with a possibility of extension.

In this role, you will have the opportunity to develop technical skills and learn about the critical role Labbit plays in a laboratory setting.
You will be responsible for triaging Tier 1 issues, routing internal requests as appropriate, and escalating requests that require additional support.
You are someone who can stay organized day-to-day, as you will drive process documentation and monitor various queues for customer-reported issues.
Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support.
Positive attitude and solutions-focused approach to providing customer support for both internal and external questions.
Conscientious and detail-oriented with an ability to create comprehensive process documentation.
You'll work with the Head of Customer Success to build out the process and function for the Customer Success organization
You'll start to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients

Please note that this role will include an on-call component, so the ability to work outside standard business hours is a key requirement.
To be successful in this role, you must be service-oriented and have strong written and verbal communication skills, as this will lend well to prompt, thorough and positive support for our customers.

Competitive base salary of $69,500 - $84,000, depending on location and experience

As a CSA, you are motivated to grow your technical and product knowledge and understand the importance of self-learning, as the team builds out its initial processes and procedures.
Experience in genomics, clinical laboratories, or health sciences is an asset but not required.
Ability to manage Tier 1 technical issues gained through experience, education or a combination of both.
You'll start learning our product and domain

With the launch of our product, Labbit, our Customer Success Analyst Team plays a key part in our customers' experience.
Reporting to the Head of Customer Success, you will join a team serving as the first point of contact for customers after the platform is implemented in their lab.
You will also prepare technical documentation on product usage and troubleshooting as you learn the product and how our customers use it.
Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.

This listing is sourced directly from semaphoresolutions's careers page and normalized into a canonical job model.