Customer Success Manager

Come Be Part of a Mission that Matters!

Job Summary:The Customer Success Manager is responsible for ensuring the initial and continued success of Neogen Genomics' growing customer base. As a key member of the Customer Success team, the CSM's primary focus is effective client onboarding and provision of technical resources, training, for the support of key accounts.

Essential Duties and Responsibilities:

• Define and improve the process for onboarding new business or commercial clients
• Partner with operations and sales to ensure efficient, complete, and successful onboarding for individual new customers

• Create and distribute customer resources (e.g. training videos, documents or presentations)
• Provide technical training to new and existing customers
• Drive internal teams to ensure clear and timely communication for customer complaints and issue resolution
• Coordinate with the Sales department and Operations to identify solutions for new and existing customer with their technical needs and challenges
• Remain up to date on customer messaging regarding new product offerings, changes to existing products, or changes to customer portals

• Assist in the development and maintenance of customer relationships
• Assist with on-site customer visits
• Participate in Team huddles, meetings and continuing education
• Other duties as assigned by manager

Qualifications

• Strong interpersonal and communication (verbal & written) skills
• Strong organization skills and the ability to prioritize based on customer needs
• Microsoft Office proficiently required
• Experience working with Salesforce

• Animal industry experience helpful, but not required

Education and Experience

• 1-3 years of customer success management or account management
• BS degree in life sciences discipline such as Animal Science, Bioinformatics, Biochemistry, Chemistry, Genetics, etc. or equivalent Neogen work experience is required.

WHO IS NEOGEN:

Neogen is home to the largest genomic operation in the world! Our worldwide genomics operations deliver innovative, affordable DNA testing for the discovery and commercial application of genomic advances that enhance the safety and abundance of life. Our genomics tools are used by farmers and ranchers, and veterinary practitioners, to provide the best animal care possible, as well as enhance breeding programs.

Neogen's culture combines stability with a deep belief in providing professional and personal growth. Our Pillars of Trust - the principles that guide our everyday decision-making, include Openness, Honesty, Credibility, Respect, and Service. It's our belief in these characteristics that provides a consistent, happy and healthy work environment for our employees.