Customer Success Manager

Integrated DNA Technologies (IDT) is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team.

IDT is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

This position is part of the Customer Success department will be remote. At IDT, we are one global team. We celebrate our differences, engage in healthy debate, and are inclusive. Together, we accomplish great things!

In this role, you will have the opportunity to:

· Oversee customer inquiries for assigned accounts to provide a positive customer experience through elite, world-class service management; acts as the subject matter expert and manages complex product development projects for contract manufactured product lines.

· Partners with Sales, Operations, and other key stakeholders to set strategy for meetings, customer calls, visits, and business reviews. Manage and oversee action item completion from these interactions. Develop and execute a customer satisfaction, retention, and growth action plan for assigned accounts.

· Work cross-functionally with customers and members of various functional departments within IDT to support customers’ product requirements/specifications, documentation, ordering, commercialization, and regulatory needs. Facilitate consultative sessions with SMEs on more complex support including escalations, internal coordination, and successful problem resolution.

· Monitor and support customized performance metrics based on service data. Develop and execute action plans to drive progress. Create basic interactive customer dashboard providing real-time visibility to metrics and action plans across assigned accounts.

· Identifies process gaps and system limitations; identifies process and account management optimizations, independently or via delegation. Facilitate ongoing Best Practices and Operational Improvements. Utilize and leverage DBS or other problem-solving tools as needed.

The essential requirements of the job include:

· 5+ years’ experience working with leaders in a customer service role in an international, complex environment

· Bachelor’s or Master's degree in a life science (biology, biochemistry, chemistry), or related field

· Demonstrated ability to consistently manage multiple priorities and solve problems using critical thinking skills with attention to detail and organization

· Demonstrated adaptability to execute when confronted with critical, unique, or unusual situations, or situations in which working speed and sustained attention are make-or-break aspects of the job

· Demonstrated ability to maintain both a high standard of courtesy and cooperation in dealing with teammates and customers

It would be a plus if you also possess previous experience in:

· Working experience in Biotechnology or Life Sciences industry related field

· Previous experience with ERP and CRM tools, especially Salesforce and SAP

· Demonstrated ability in executing continuous improvement, especially through using Lean or DBS concepts

#Li-Remote

At IDT we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.

This position is eligible for a remote work arrangement. Explore the flexibility and challenge that working for IDT can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.