QuartzBio Overview:
QuartzBio (www.quartzbio.com) is the Precision Medicine Intelligence Company. Our first-in-class Precision Medicine AI Agent Platform enables autonomous data ingestion and conversational insights across the precision medicine value chain. Powered by a network of domain-specific AI agents, our solutions amplify the efforts of operations, translational, informatics, and IT teams, using AI-driven integration of biomarker, sample, and clinical data to create a unified, scalable data ecosystem. R&D teams can shorten time from data to insights, analytics, and visualizations, accelerating study close and time-to-market. Transform the way precision medicine teams work with 360° intelligence.
Position Summary:
As a Customer Success Manager, you will play a pivotal role in ensuring our clients achieve maximum value from QuartzBio’s solutions. You’ll work closely with stakeholders to understand their goals, monitor product adoption, and proactively identify opportunities to enhance their experience. Your ability to build strong relationships and provide strategic guidance will be key to driving customer satisfaction and long-term success.
In this role, you’ll also collaborate cross-functionally with Delivery, Product, Support, and Engineering teams to advocate for customer needs, resolve complex issues, and contribute to continuous improvement. You’ll help streamline support processes by developing clear documentation and best practices, ensuring a seamless experience for both clients and internal teams.
Your insights and feedback will directly influence product development and service enhancements, making you a vital voice in shaping the future of our customer experience. and ensuring client satisfaction.
Key Responsibilities:
- Customer Onboarding: Lead the end-to-end onboarding process by aligning on customer goals, facilitating product implementation, and establishing governance frameworks to support long-term success.
- Change Management: Guide customers through organizational change by ensuring effective user training, business process alignment, and strategies that drive adoption.
- Relationship Management: Build and maintain strong, strategic relationships with key stakeholders, acting as a primary point of contact and trusted advisor.
- Product Expertise: Maintain deep knowledge of QuartzBio’s evolving product suite to provide expert guidance and ensure customers are leveraging the platform effectively.
- Customer Advocacy: Identify and cultivate customer success stories, references, and case studies to promote advocacy within the broader community.
- Account Growth: Proactively identify upsell and cross-sell opportunities, collaborating with Sales to drive account expansion and revenue growth.
- Issue Resolution: Own the resolution of complex customer issues by coordinating with internal teams and ensuring timely, effective outcomes.
- Customer Feedback: Capture and synthesize customer feedback to inform product development and service enhancements.
- Renewals & Retention: Manage renewal cycles with a focus on maximizing retention, navigating stakeholder dynamics including champions, influencers, blockers, and decision-makers.
- Metrics & Reporting: Monitor and report on key success metrics such as usage, engagement, and satisfaction through regular business reviews and governance meetings
- Provide expertise and guidance to team members.
- Lead and manage complex projects or functional areas.
- Actively contributes to the development of departmental strategies.
- Continuously improve technical skills and stay up to date with emerging technologies.
- Meets budgets and schedules for the entire project lifecycle.
- Other duties as assigned.
Qualifications:
- Bachelor’s degree related field and a minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, portfolio management experience or relevant work experience within the customer industry.
- 4-6 years of experience working in a customer-facing role and leading projects.
- Experience working in the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers
- Experience working in a startup environment or in a scaling division within a larger organization.
- Experience managing accounts and customer relationships, with successful track record of retaining and growing accounts
- Excellent communication skills, with the ability to present complex ideas clearly and persuasively.
- Exceptional critical thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights.
- Demonstrated ability to communicate with both technical and non-technical stakeholders.
- Basic knowledge of project management processes and tools (e.g. project scheduling, budgeting, status reporting).
- Ability to write complex reports in a clear and concise manner.
- Proven leadership and project management skills.
Leadership expectations:
- Follows Company’s Principles and code of ethics on a day-to-day basis.
- Shows appreciation for individual talents, differences, and abilities of fellow team members.
- Listen and responds with appropriate actions.
- Supports change initiatives and continuous process improvements.
- Communicates effectively and appropriately with colleagues, supervisors and clients.
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Precision is required by law in some states or cities to include a reasonable estimate of the compensation range for this role. This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Precision, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. This role is also eligible for a discretionary annual bonus, health insurance, retirement savings benefits, life insurance and disability benefits, parental leave, and paid time off for sick leave and vacation, among other benefits.Reasonable estimate of the current range$100,600—$151,000 USD
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Precision Medicine Group is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Precision Medicine Group at [email protected].
It has come to our attention that some individuals or organizations are reaching out to job seekers and posing as potential employers presenting enticing employment offers. We want to emphasize that these offers are not associated with our company and may be fraudulent in nature. Please note that our organization will not extend a job offer without prior communication with our recruiting team, hiring managers and a formal interview process.
