VP of Customer Solutions and Support

ABOUT SINGULAR GENOMICS 

Singular Genomics is inventing at the forefront of genomics, one of the world’s fastest-growing industries. The commercially available G4® Sequencing Platform is a powerful, highly versatile benchtop genomic sequencer designed to produce fast and accurate results. In addition, the company is currently developing the G4X™ Spatial Sequencer, an upgrade to the G4, which will leverage Singular’s proprietary sequencing technology, applying it as an in situ readout for transcriptomics, proteomics and fluorescent H&E in tissue, with spatial context. Singular Genomics’ mission is to empower researchers and clinicians to advance science and medicine. 

We foster a culture of creativity and technical excellence, both catalysts for innovation. We celebrate diversity, emphasize collaboration and, as we rapidly mature, we are constantly looking at ways we can do better for our people. 

Our Headquarters are located on the Torrey Pines Mesa, in La Jolla, California at the center of the biotech hub. Our Manufacturing facility is in Sorrento Valley. This role reports to our HQ location. 

POSITION SUMMARY: 

The VP of Customer Solutions and Support is a key leadership role responsible for managing and overseeing a diverse support team. This team includes field service engineers, field application scientists, technical support, customer service, technical writing, applied bioinformatics, and the customer care lab. Additionally, this position will manage the spatial biology service division, which offers a fee-for-service option for customers. The ideal candidate will be a strategic thinker with strong leadership skills, capable of driving innovation and ensuring exceptional service and support delivery in a fast-paced environment.

Responsibilities: 

1. Team Management:
• Lead, mentor, and manage a multidisciplinary support team.
• Foster a collaborative and innovative work environment that encourages professional growth and development.
• Set clear goals and objectives for the team, ensuring alignment with company strategy and customer needs.
• Foster a customer-centric culture that prioritizes customer satisfaction and success.
2. Customer Support and Service:
• Oversee the onboarding process for new customers, ensuring a smooth transition from sales to implementation and support.
• Oversee customer support operations to ensure timely and effective resolution of customer inquiries and issues.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with the technical support team to address complex technical issues.
3. Spatial Biology Service Division Management:
• Manage and optimize the spatial biology service division, develop and implement strategic plans to drive growth and innovation.
• Develop and implement business processes to enhance service efficiency and effectiveness for end-to-end delivery of assay services, from project initiation to final reporting.
• Lead the services core team with the goal of delivering high-quality services to customers.
• Ensure all assay services adhere to regulatory requirements and industry standards.

1. Business Process Optimization:
• Develop statements of work (SOW) for service projects.
• Continuously improve business processes to enhance service delivery and operational efficiency.
2. Cross-Functional Collaboration:
• Work closely with other departments, including R&D, Sales, Operations and Marketing, to ensure alignment and support for customer needs.
• Foster strong relationships with internal and external stakeholders.
3. Customer Success:
• Serve as the voice of the customer within the organization, advocating for their needs and requirements.
• Develop and implement strategies to maximize customer success and satisfaction.
• Continuously refine and optimize customer success processes and practices to enhance the customer experience.
• Monitor and analyze customer feedback and service metrics to identify areas for improvement.
• Conduct regular check-ins with customers to ensure their satisfaction and to identify opportunities for improvement and growth.
• Drive initiatives to enhance the overall customer experience.

Qualifications:

• Advanced degree in a relevant biological field (e.g., Molecular Biology, Genomics, Bioinformatics).
• Proven experience in a senior leadership role within customer support and/ or service in the biotech or life sciences industry.
• Experience with CRM and customer success platforms.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to work independently and lead cross-functional teams.
• Demonstrated ability to optimize business processes and improve service delivery.
• Proven track record of enhancing customer satisfaction, retention, and growth.
• Ability to think strategically and drive innovation.

Preferred Qualifications:

• Strong knowledge of NGS technologies and/or spatial biology.
• Experience managing assay service divisions or service-oriented businesses.
• Strong technical writing skills.
• Familiarity with applied bioinformatics and customer care / support lab operations.

The estimated base salary range for this role based in the United States of America is: $192,500 to $303,600. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Should the level of the role change during the hiring process, the applicable salary range may be updated accordingly. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. 

Singular Genomics is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Singular Genomics is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can provide their name and contact information to our Accommodations team at [email protected]. Your request will be responded to as soon as possible. 

Please note: Singular Genomics does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Singular Genomics employees.