Sr. Customer Success Manager

Quantum-Si is pioneering a new generation of technology to create the market of Next Generation Protein Sequencing (NGPS). Similar to Next Generation DNA Sequencing (NGS), which gave us a blueprint of what could happen by studying our DNA, NGPS enables an unbiased view of the proteome through improved scale, resolution, and sensitivity leading to better understanding of disease and improved general health. 

We operate at the intersection of biochemistry, chemistry, hardware, molecular biology, photonics, semiconductor chips, and software with a goal to drive a digital transformation of a $44 billion dollar proteomics market.

• Join us on the journey to transform healthcare, motivated by the idea that the products you work on will change the lives of millions of people around the world.

As a Sr. Customer Success Manager, you will serve as front-line Customer Service, handling incoming calls and emails and working to efficiently resolve inquiries and maintain high customer satisfaction. You will work closely with the Sales, Support, and Operations organizations to process orders, coordinate shipments, and establish Quantum-Si customers in the QSI Cloud Software. Additionally, you will play a key role in shaping internal CRM workflow processes and automation. You have a deep love for working in a fast-paced environment and are comfortable with rolling up your sleeves to contribute in any capacity required. 

As part of our team, your core responsibilities will be:  

• Front-line Customer Service 
  • Accept and respond to incoming customer phone calls and emails. 
  • Efficiently resolve inquiries by working cross-functionally and maintaining high customer satisfaction. 
  • Use commercial judgment to proactively communicate critical or recurring issues to optimize service operations. 
• Customer Order Processing 
  • Develop scalable lead-to-order workflows to align with ERP and CRM. 
  • Validate new order information contained in the customer PO versus collected information and resolve any discrepancies. 
  • Ensure the proper conversion of custom PO information into the Quantum-Si ERP system. 
  • Coordinate with Operations to gather and communicate order confirmation and shipping and report to customer. 
  • Accurately complete Quantum-Si order entry process. 
• Create/Maintain Reporting 
  • NetSuite 
    • Monitor and update order and shipping records. 
    • Develop and manage reporting. 
  • Salesforce 
    • Monitor and update records with current information; including, but not limited to Accounts, Contacts, Assets, Cases. 
    • Build out useful tools and records for effective use in SFDC. 
    • Assist commercial team with CRM optimization projects such as workflow and automation implementations. 
    • Develop and manage reporting. 
• Commercial Operations 
  • Collaborate with Sales and Operations to support order to cash workflows.  
  • Develop and deploy sales accountability analytics and reporting. 
  • Assist Sales in managing legal contracts needed between Quantum-Si and customers throughout the sales process. 
• Additional responsibilities include, but not limited to: 
  • Engage in commercial process improvement projects, system testing, and enhancement recommendations. 
  • Act as a proactive contributor to share pertinent customer feedback to internal teams to maximize customer success. 
  • Participate in lead generating activities in periods of down time. 

Qualifications 

Baseline skills/experiences/attributes: 

• 5+ years relevant industry experience, especially in close proximity to Sales and Operations 
• 3+ years experience with NetSuite (ERP) order entry processes and reporting 
• 3+ years experience with SFDC, especially in maintenance of records, reporting, and workflow automation 
• Knowledge and understanding of the Customer Service process 
• Proficiency in Microsoft Office Suite 
• Team-oriented and proclivity toward oversharing information 
• Work continuously without supervision 
• Must be willing to work in a dynamic, fast-paced, “multithreaded” environment with a “roll up your sleeves” mentality 

Ideally, you also have these skills/experiences/attributes (but it’s ok if you don’t!): 

• Previous experience in a customer-facing role 
• Bachelor’s degree in Marketing, Supply Chain, or general Business 

You Deeply Identify with Core Quantum-Si Values: 

• Team:  We are stronger as a unit and collectively committed to the goal and each other. 
• Accountability:  Be accountable to the goal, the team and yourself. 
• Passion:  We are enthusiastic and dedicated to expanding scientific understanding and its impact. 
• Excellence:  Be aggressive and have a sense of urgency but take pride in each task taken on. 
• Transparency:  We align as an organization and communicate success and challenge. 
• Competitive:  We do not fear but learn from making mistakes.  We play to win! 
• Diversity:  Each individual regardless of role makes a difference and impacts our progress. 

Additional Information 

We offer great perks:  

• Competitive salaried compensation - we value our employees and show it  
• Equity - we want every employee to be a stakeholder 
• Fully covered medical insurance plan along with a generous company sponsored health reimbursement account, and dental & vision coverage - as a health-tech company, we place great worth on our teams’ well-being 
• Company paid life insurance, short term and long term disability 
• Flexible Paid Time Off - personal responsibility for managing our own time, workload and results plus 14 paid holidays inclusive of MLK Day, Juneteenth, Indigenous People’s Day and Veterans Day 
• Parental Leave - we provide a generous 10 week parental leave and additional 6-8 weeks pregnancy related leave for birthing parents 
• Pre-tax commuter benefits - we make your commute more reasonable  
• Free onsite meals + kitchen stocked with snacks 
• 401k plan - we facilitate your retirement goals 
• Beautiful office near the ocean-front in historic Guilford, Connecticut OR Beautiful office in the heart of San Diego  
• The opportunity to build a revolutionary healthcare product and save millions of lives!  

The estimated base salary range for this role based in the United States of America is: $90,000 - $140,000. Compensation decisions are dependent on several factors including, but not limited to, level of the position,  an individual’s skills, knowledge and abilities, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all full-time employees are eligible for our discretionary bonus program and equity as part of the compensation package. 

For this role, we provide visa assistance for qualified candidates. 

Quantum-Si does not accept agency resumes.

Quantum-Si is an E-Verify and equal opportunity employer regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.