Plasmidsaurus

Product Manager

• Engage with customers to uncover unmet needs, analyze trends, track competitors, and serve as the internal voice of the customer.
• Define product strategy and roadmaps, conduct market research, build business cases, and collaborate across teams to drive business impact.
• Partner with R&D to manage the product lifecycle from concept through beta testing to commercial launch.
• Advance strategies to generate revenue from existing services through pricing, positioning, and promotions.
• Work with Product Marketing to develop go-to-market plans, campaigns, and sales enablement tools.
• Build frameworks, processes, and resources to improve Product Management team efficiency.
• Lead customer research, implement pricing/positioning initiatives, launch new products, and implement new features to promote satisfaction and engagement.

Senior Product Manager, Microbial Sequencing

Customer Support

• Serve the first point of contact for Plasmidsaurus customers, delivering fast, consistent, and empathetic Tier 1 support.
• Resolve most inquiries independently and understand escalation effectively.
• Respond to customer inquiries via email and phone in a timely and professional manner.
• Provide accurate information about our products and services to clients.
• Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
• Identify and escalate complex issues to the appropriate departments.
• Maintain accurate records of customer interactions and support cases.
• Assist with quality control checks to uphold operational standards.
• Provide feedback to improve workflows, documentation, and overall customer experience.
• Contribute to standardized workflows, process improvements, and cross-functional collaboration with a customer-first mindset.

Senior Product Manager, Microbial Sequencing

Customer Support Specialist