Associate Director, Customer Success

Position Summary:

The Associate Director, Customer Success will be accountable for managing QuartzBio customer relationships and supporting project delivery teams in a client-facing role. The Associate Director, Customer Success will actively engage with project delivery teams, work collaboratively to ensure that clients receive maximum value from their relationship with QuartzBio, monitor the health of QuartzBio client relationships, and identify opportunities to expand existing QuartzBio customer relationships.

Essential functions of the job include but are not limited to:

• Maintain broad visibility across a portfolio of QuartzBio customer relationships, monitor and report on the health of relationships
• Support delivery teams in creating and executing targeted action plans to maximize the quality of QuartzBio customer relationships (individually and across the portfolio)
• Develop and maintain relationships with key customer stakeholders, including senior management
• Assist customers and QuartzBio delivery teams in connecting client deliverables to quantifiable business value for the customer
• Plan, facilitate, and host training programming (in collaboration with delivery teams) to ensure that customers receive maximum value from their engagement with QuartzBio
• Collaborate with delivery teams to ensure QuartzBio customers have visibility into relevant QuartzBio solutions as well as the potential value of those offerings within the customer organization
• Identify, pursue, and deliver opportunities to expand QuartzBio book of business within existing client accounts
• Develop and implement dashboards, monitor performance and report on key performance metrics
• Assist in development of proposals, budgets, and contracts as needed
• Develop, implement, and improve upon business processes to enable effective, efficient delivery of QuartzBio services
• Review work product as appropriate
• Other duties as assigned by management

Qualifications:

Minimum Required:

• Bachelor’s in Biology, Immunology, Molecular Biology, Information Technology or related field
• At least 3 years of experience in account management, consulting, life science services or related field

Other Required:

• Excellent communication, interpersonal, organizational and multi-tasking skills
• Team player contributing to a positive, collaborative working environment
• Proficiency with MS Office (Word, Excel, PowerPoint)
• Extended work hours may be necessary in order to meet business demands
• Must possess a valid driver’s license allowing you to drive in the state(s) you drive in  
• Able to travel both domestically and internationally including overnight stays
• Must be able to read, write, speak fluently and comprehend the English language

Preferred:

• Master’s or PhD in Biology, Immunology, Molecular Biology, Information Technology or related field