Careers

 

Customer Success Manager, EMEA, Uppsala Sweden

Gyros Protein Technologies (the Biopharmaceutical Development Division of Mesa Laboratories) is a leading provider of automated bioanalytical tools and peptide synthesizers for the discovery, development and manufacturing of biotherapeutics. The Company combines Gyros’ microfluidics and immunoassay expertise with Protein Technologies’ extensive knowledge in developing and manufacturing instruments for solid phase peptide synthesis. The Biopharmaceutical Development Division consists of a team of approx. 140 highly motivated professionals in Sales, Marketing, R&D and Operations. The division is positioned as a major growth driver for the company, and we are investing in both organic and inorganic growth. Gyros Protein Technologies is looking for a Customer Success Manager for EMEA (Europe Middle East Africa).

 

THE POSITION

Our mission is to consistently deliver the "best in class" customer journey experience from pre-sales and onboarding to optimized utilization and integration of our platform within the customer organization.

 

The role of the Customer Success Manager (CSM), within the Biopharmaceutical Development Division, is to support the customers' transition from sales prospects to active users of our products.

 

The CSM focuses on the creation of customers’ loyalty and close, long-term client relationships, by aligning various cross-functional resources to support and assure maximum uptime and satisfaction. He/she will be the bridge between sales, application, service, and logistics resources. Being a part of many stages of the customer relationship, the CSM will have a high-level view of the customer lifecycle and will use this perspective to add value for our customers and the company. The CSM will ensure that all policies, processes, and procedures are reflective of the organization's mission to deliver the "best in class" experience.

 

Responsibilities

 

Scheduling & Prioritizing to assure maximum Customer Satisfaction

 

  • In liaison with Regional Sales Managers (RSM), Field Applications Specialists (FAS) & Field Service Engineers (FSE) schedules and manages customer field evaluations as part of achieving maximum conversion.
  • Assures that pool of demo instruments is managed properly.
  • Works with logistics to assure accurate timing across various functions that impact customers at all times, takes ownership of shipment tracking.
  • Fully supports and aligns resources towards successful customer onboarding.
  • Proactively solves problems and handles accounts escalations.
  • As part of the Global Service strategy execution set by the Director of Global Service, the CSM is responsible for scheduling regional FSE resources by setting up Preventive Maintenance (PM) and installations to maximize field-based staff efficiencies.
  • Manages supply of PM and service parts to ensure part availability within service scheduled events.
  • Identifies and makes recommendations for process changes to improve customer experience, reviews customer satisfaction survey data, implements changes as needed and monitors improvement.
  • Performs other duties and responsibilities as required, assigned, or requested.

Service & Support Selling

  • Promotes GPT Service Product Offering to all existing GPT Accounts (Upsell & Cross-Sell Campaigns).
  • Proactively reaches customers nearing the End of Warranty or End of Service coverage to establish and renew service contracts.
  • Updates CRM with service contracts, service opportunities, and follow-up on service leads
  • Develops quotations and pricing agreements by following Service Program pricing guidelines.
  • Ensures the quality and consistency of Customer Master Data related to the install base in Netsuite CRM System.
  • Performs other duties and responsibilities as required, assigned, or requested.

Education Skills, Experience & Personal profile

  • At least 5 years experience in Customer Service / Customer Support role.
  • Strong written and verbal communication skills in English, additional languages are a plus.
  • Excellent interpersonal skills: Team player interested in contributing to long-term business relationships with the ability to work in a cross-functional team.
  • Well organized, self-motivated with the ability to plan and effectively structure time and work, capable of managing and scheduling various activities simultaneously.
  • Good computer skills.

 

Please send your application to careers@gyrosproteintech.com