OnQ Software is looking for an enthusiastic, detail-oriented Customer Success Manager to join our growing team. In this role, you will be the bridge between our customers and our technology. You will support our customers' in ensuring that they implement and use QLIMS to achieve their desired outcomes, maintain high engagement, and see continuous value from our SaaS platform.
This is an ideal position for someone with a background in science/lab environments looking to move into tech, or a technical person with a passion for the science.
We are open to a mix of backgrounds and experience should we feel the candidate is the right fit, as such salary will be aligned to experience and role suitability.
Why Join OnQ Software?
Growth Path: Direct mentorship from experienced CSMs and a clear path toward managing your own account portfolio.
Innovation: Work at the intersection of cutting-edge SaaS technology and essential laboratory science.
Impact: Help labs around the world digitize their workflows to bring products to market faster and more safely.
Key Responsibilities
CSM Support: Assist other Customer Success Managers in managing a portfolio of accounts, ensuring timely responses to client inquiries and proactive outreach.
Requirements Documentation: Work closely with customers to understand their laboratory workflows and translate them into clear, actionable technical requirements for our implementation and product teams.
Onboarding Assistance:
Help guide new users through the initial stages of the QLIMS journey, ensuring they are set up for long-term success.
Knowledge Management: Contribute to the creation of user guides, FAQs, and help center documentation to empower our users.
Account Health Monitoring: Track usage data and customer feedback to identify accounts that may need extra support or training.
Feedback Loop: Act as the "voice of the customer" by relaying feature requests and pain points to the Product Development team.
Required Skills & Qualifications
Problem Solving & Troubleshooting: CRITICAL. You must be able to think dynamically and to understand customer requirements and help translate these to real world outcomes.
Education: Preferably a bachelor's degree in a Scientific field (Chemistry, Biology, Biotechnology etc.). Information Technology
Analytical Mindset: Ability to listen to a customer's problem and document a logical, structured solution.
Communication: Exceptional written and verbal communication skills; you can explain complex software and scientific concepts to non-technical users.
Tech-Savvy: Quick learner of SaaS platforms and CRM tools.
Organization: Ability to manage multiple tasks simultaneously while maintaining high attention to detail.
Desired Knowledge
Laboratory Experience: Familiarity with laboratories.
Software Familiarity: Previous experience with LIMS or other scientific software.