Senior Enterprise Success Manager | LabArchives

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Overview

This position entails serving as a Senior Enterprise Success Manager for Dotmatics, specifically for their LabArchives suite of applications. Dotmatics is a pioneer in providing scientific software aimed at enhancing R&D efforts by effectively connecting science, data, and decision-making. As part of a global team, this role provides the opportunity to work directly with enterprise customers, helping them realize the value of LabArchives' innovative solutions.

Company Background

Dotmatics is recognized as a leader in R&D scientific software, aimed at improving efficiency in research and accelerating innovation. The platform is trusted by over 2 million scientists and 10,000 customers globally. Dotmatics is headquartered in Boston, with a workforce exceeding 800 employees dedicated to supporting its clientele across more than 180 countries.

Position Details

As the Senior Enterprise Success Manager, you will be pivotal in managing large-scale strategic accounts while driving customer satisfaction. Using your background in science or research, you will engage with users, ensuring that their success criteria are met and that they are deriving maximum value from the LabArchives suite of products. Responsibilities include:

  • Managing identified at-risk and high-value Enterprise Accounts.
  • Executing a comprehensive engagement and communication strategy to maintain high customer satisfaction.
  • Performing periodic customer success reviews to validate satisfaction and resolve issues, often in collaboration with the Technical Support team.
  • Implementing and sharing best practices to ensure customers are gaining maximum benefit from LabArchives.
  • Delivering presentations and developing programming tasks for various customer engagements.
  • Serving as the primary interface for managing critical situations.
  • Providing valuable customer insights to assist Product Management, Marketing, and Sales departments.

Required Skills

Applicants should possess at least 7 years of Customer Success experience in a Software as a Service (SaaS) context, ideally involving enterprise customers. Key skills sought in candidates include:

  • Proficiency in account management within the realms of research solutions or lab technologies.
  • Ability to design and deliver high-quality presentations, effectively communicating technical subjects to non-technical audiences.
  • Proven track record of developing trust and credibility by accurately understanding and addressing customer needs.
  • Experience working collaboratively with cross-functional teams like Sales or Product Management.
  • Familiarity with Customer Relationship Management (CRM) software, with a preference for Salesforce.
  • Knowledge of handling ticket systems such as Zendesk and project management tools.

Familiarity with relevant scientific software, academic institution workflows, or prior sales experience would further enhance an applicant’s profile.



Compensation and Benefits

While not explicitly stated in the text, the salary for this role is projected to be within the range of $82,280 to $96,800 USD, reflecting the company’s commitment to a market-based compensation strategy. Total rewards offered by Dotmatics include:

  • Equity compensation to promote shared success.
  • Healthcare benefits including Medical, Dental, and Vision Insurance.
  • Health Spending Accounts and wellness benefits, including access to mental health resources and fitness perks.
  • Life and Disability Insurance paid by the company.
  • A robust 401(k) retirement plan with a 4% company match, featuring immediate vesting.
  • Flexible time-off plans, accommodating the needs of exempt employees in the U.S.

Overall, Dotmatics aims to provide a holistic compensation and benefits package to attract and retain top talent, recognizing that salary alone does not account for the total employee experience.

Application Insights

Dotmatics demonstrates a commitment to diversity and is an equal opportunity employer. They encourage qualified candidates, especially those who might suffer from a lack of confidence due to imposter syndrome, to apply without hesitation. The company seeks dynamic individuals capable of contributing positively to its mission, regardless of their background.

In conclusion, this position offers a compelling opportunity for candidates seeking to leverage their customer success and scientific knowledge in a collaborative, remote-friendly environment. By joining Dotmatics, you'll be part of an innovative team dedicated to enabling scientists to create a healthier, cleaner, and safer world.



This job offer was originally published on himalayas.app

Dotmatics

United States

Operations

Full-time

January 29, 2025

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This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.