Customer Success Scientist

ATUM is a leader in cell line development, gene synthesis, and protein engineering. We are seeking a highly motivated, Customer Success Scientist to join our team. 

Job Summary:
As a Customer Success Scientist, you will serve as the crucial linchpin connecting our clients with our internal commercial and scientific operations. Leveraging your technical expertise, you will champion a seamless, end-to-end customer experience—guiding clients from their initial technical inquiries and precise quoting through to successful project fulfillment.

Responsibilities:

• Technical Quoting & Order Management: Gather and verify customer requirements to accurately determine the optimal gene synthesis or protein expression solutions for their specific research needs. Design and create accurate quotation offers and sales order records utilizing internal systems.
• Order Fulfillment: Manage order entry and collate information across multiple applications to provide proactive order status updates. Ensure order acceptance and fulfillment processes strictly adhere to commercial agreements.
• Technical Support: Act as the subject matter expert (SME) for Gene Synthesis and Protein Production projects (including platforms like lightningHEK, Lock-In, and discoCHO) to respond to customer inquiries. Plan and facilitate consultative sessions for assigned accounts.
• Business Development Collaboration: Work closely with the technical Business Development (BD) teams to support customer discussions, execute sales strategies, and help achieve quarterly and annual revenue targets.
• CRM Management: Maintain highly accurate records of customer interactions, detailed notes, and sales opportunities within LIMS and HubSpot (or current CRM).
• Cross-Functional Coordination: Ensure project milestones are defined, tracked, and met on time.
• Technical Reporting: Track and report on status with updates to internal and external stakeholders.

• Education: Bachelor’s degree in a life science (biology, biochemistry, chemistry), Bioengineering, Bioinformatics, or a closely related field.

• 2+ years of experience in life science sales, customer success, or technical support (pharma or biotech services field preferred).
• OR 2+ years of experience in technical project management, bioinformatics engineering, or leading cross-functional projects.
• Bonus: Previous experience in a customer-facing field sales role is strongly preferred.

• Experience in Molecular Biology. An understanding of the basics of molecular cloning, bacterial and mammalian cell growth, protein expression, and antibody structure and function is highly desired for this position.
• Proficiency with LIMS, HubSpot (or a similar CRM), Excel, and aptitude for mastering quotation/order management software.
• Working knowledge of project management tools

• Demonstrated ability to consistently manage multiple priorities, balancing external customer demands with internal engineering deadlines.
• High attention to detail and exceptional organizational capabilities.
• Ability to communicate effectively (strong oral and written skills) with both internal technical stakeholders (engineers/scientists) and external customers.
• Demonstrated ability to maintain a high standard of courtesy, cooperation, and professionalism in all interactions with teammates and clients.

Powered by JazzHR