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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex customer projects within the life sciences sector, ensuring successful delivery through effective stakeholder management and proactive risk mitigation. Proficient in training delivery and communicating technical concepts to diverse audiences.
Highest-signal resume keywords
Customer Success ManagementProject ManagementStakeholder ManagementTechnical Training DeliveryRisk Identification and Mitigation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementCustomer Relationship ManagementTechnical Project ManagementScientific BackgroundLab Automation Knowledge
Soft Skills
Strong Presentation SkillsEffective CommunicationProblem-SolvingLeadershipNegotiation
Tools & Technologies
AsanaJiraLINQ Platform
Industry Keywords
Life SciencesBiotechLab AutomationCustomer-Facing DeliveryStart-Up Environment
Tech Stack
Tools & technologiesAssembly
About the role
Key responsibilities & impact- Lead and grow a team of Customer Success Managers delivering a best-in-class experience for global life sciences customers
- Personally own strategic customer relationships
- Independently manage customer projects from contract signature through design, procurement, assembly, testing, shipping, reassembly, training, and handover to field services
- Own a portfolio of multiple customers and projects at different lifecycle stages
- Allocate CSM, CSE, and engineering resources and predict future resourcing needs
- Identify and evaluate scope, timeline, and budget risks and plan mitigations
- Serve as a trusted point of contact for customer end users and leadership
- Lead difficult conversations about delays and issues and drive positive outcomes
- Maintain understanding of LINQ platform features, limitations, and roadmap
- Evaluate and communicate platform gaps and workarounds to customers
- Feed customer requirements back to Product
- Deliver customer training on the Automata system
- Present technical changes and impacts to senior non-technical audiences
- Support onboarding and knowledge sharing across the US Customer Success team
- Lead improvement initiatives affecting projects and the team
- Bridge customers with Solutions, Product, Engineering, and Delivery teams to ensure successful use of the LINQ platform
Requirements
What you’ll need- 5+ years in a customer-facing delivery role (customer success, project management, applications, pre-sales, or post-sales) within biotech, life sciences, or lab automation
- Scientific background or hands-on lab experience
- Working understanding of the science customers run and how automation affects it
- Track record of independently managing complex technical projects to time, scope, and budget
- Proactive risk identification and mitigation experience
- Ability to understand highly technical and scientific challenges and communicate a path forward to project stakeholders
- Senior-level stakeholder management, including leading difficult conversations with customer leadership
- Strong presentation skills
- Experience delivering training and presenting technical content to non-technical audiences
- Proficiency with project management tools such as Asana, Jira, or similar
- Experience in start-up or scale-up environments
- Located in greater Boston, US HQ
- Willingness to travel as needed for customer projects
Benefits
Comp & perks- Competitive healthcare for you and your family
- 401(k) retirement savings plan
- Well-being budget for personal growth, hobbies, and wellness
- 30 days holiday plus 10 federal holidays
- Additional leave for dependents, birthdays, personal days, and volunteering
- Tree planted for every employee on their birthday
- 10 days paid sick leave
- Therapy access for employees and their families through Spill
- Career progression frameworks