Customer Success Analyst
PerkinElmer
full-time
Posted on:
Location Type: Hybrid
Location: Framingham • Massachusetts • United States
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Salary
💰 $85,000 - $105,000 per year
About the role
- Manage a portfolio of enterprise-level accounts, serving as their primary point of contact and advocate.
- Proactively analyze customer utilization data to identify trends, and ensure the software is working to its full potential.
- Share best practices and innovative use cases with local team and data coordinators gathered from across your entire account portfolio to drive deeper Asset Genius adoption.
- Partner with the Sales team to identify and execute on expansion opportunities within your accounts.
- Monitor account health and adoption metrics to identify renewal risks and develop proactive mitigation plans.
- Drive customer advocacy by identifying referenceable customers, case studies, and product champions.
- Act as the "voice of the customer" by gathering and consolidating feedback.
- Collaborate with the Product Management teams to help write clear, detailed requirements for new features and solution enhancements.
- Identify and troubleshoot high-level strategic issues or platform-wide challenges, coordinating with technical support for resolution.
Requirements
- Bachelor's Degree with 3+ years of experience in Customer Success, Strategic Account Management, or Consulting for a B2B SaaS company.
- Associates degree with 5+ years of experience in Customer Success, Strategic Account Management, or Consulting for a B2B SaaS company.
- High School Diploma with 7+ years of experience in Customer Success, Strategic Account Management, or Consulting for a B2B SaaS company.
- Previous experience in biotech and/or pharmaceutical laboratories or a deep understanding of lab operations and asset management.
- Excellent analytical skills: Ability to interpret data, identify trends, and translate them into a compelling business narrative.
- Exceptional communication skills, with the ability to build relationships and present to stakeholders from lab managers to executive leadership.
- Experience in writing business or functional requirements for a software solution.
- Attention to detail with an emphasis on accuracy and quality.
Benefits
- health insurance
- retirement plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscustomer utilization analysisbusiness requirements writingfunctional requirements writingaccount health monitoringadoption metrics analysistroubleshootingsoftware solution enhancement
Soft Skills
customer advocacycommunicationrelationship buildinganalytical skillsattention to detailcollaborationproblem-solving
Certifications
Bachelor's DegreeAssociates DegreeHigh School Diploma