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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical customer success, with a strong focus on customer training, support, and process improvement. Possesses a solid foundation in scientific principles, particularly in biochemistry, and excels in communication and collaboration with diverse stakeholders.
Highest-signal resume keywords
Technical Customer SuccessMaster's Degree in ScienceExceptional Communication SkillsExperience with SPR or BLI TechniquesCustomer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical ExpertiseCustomer TrainingProcess ImprovementScientific KnowledgeProblem Solving
Soft Skills
Active ListeningEmpathyFlexibilityIndependencePresentation Skills
Tools & Technologies
CRM SoftwareCustomer Success Knowledge Base
Industry Keywords
BiochemistryBiotechnologyMaterials ScienceSPRBLI
About the role
Key responsibilities & impact- Provide technical expertise to active customers and suggest improvements for experimental workflows around SPR
- Work with customers and internal stakeholders at Nicoya to determine optimal support case resolutions
- Maintain detailed customer accounts and details in the CRM
- Travel to support customer training, equipment installs, equipment maintenance and sales initiatives as required
- Organize and host remote onboarding, training and instrument repairs/maintenance for new and existing customers
- Use customer and team feedback to suggest and complete projects that improve Nicoya’s processes
- Collaborate with the product team to provide design input based on customer needs for future products
- Write app notes and other content for the Customer Success Knowledge Base
- Serve as the expert on Nicoya’s products and the go-to person for customer success
Requirements
What you’ll need- 1+ years’ experience in a technical customer-facing role preferred
- Master’s Degree in Science (Biochemistry preferred)
- Previous experience in a technical customer success role
- Exceptional written and verbal communication skills; comfortable spending time with clients and presenting in front of audiences
- Able to prioritize and focus efforts and training around the specific needs of each customer, showing flexibility and compassion for their goals and objectives for success
- Able to think on the spot, responding in real time to all customer needs
- Strong active listening skills, including the practice of empathy and compassion
- Maintains an active passport and an ability to travel globally, unimpeded
- Able to perform multiple different tasks independently requiring minimal supervision
- An understanding of typical business processes and how different departments within an organization collaborate
- Strong ability to evaluate potential business outcomes of a customer interaction and suggest solutions that balance customer needs and the best interest of the company
- Formal graduate training in science, biotechnology, chemistry, materials science, or related fields
- Hands on experience with SPR, BLI or similar biophysical technique is a plus
Benefits
Comp & perks- Full-time, permanent employment
- Inclusive and equal opportunity employer
- Accommodation provided for recruitment participation as required under applicable legislation