Software Support & Success Specialist
New
Based in the United States, US time zonesFull-TimeMiddle
Salary60,000 USD per year
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Job Details
- Required Skills
- Microsoft OfficeTrainingTechnical supportCustomer SuccessSaaS
Requirements
- Bachelor’s degree in Biology, Biomedical Sciences, Life Sciences, or a related scientific field (or equivalent experience/certifications).
- Experience in biomedical research environments, particularly involving mouse genetics, colony management, or laboratory workflows is highly valued.
- Background in customer support, customer success, SaaS platforms, or scientific software implementation.
- Strong communication skills with the ability to explain technical or scientific concepts clearly to diverse audiences.
- Ability to deliver engaging training sessions, presentations, and virtual demos with confidence.
- Highly organized, detail-oriented, and capable of managing multiple customer needs simultaneously.
- Proactive, adaptable, and solution-oriented mindset with a strong sense of ownership.
- Proficiency in Microsoft Office and comfort learning new software tools quickly.
Responsibilities
- Serve as the primary point of contact for customers, supporting onboarding, adoption, and long-term success with the software platform.
- Provide technical support for web and mobile applications, including troubleshooting, project setup, and user guidance.
- Deliver training, product education, and consultative support on breeding strategies and research workflows.
- Guide customers through trial-to-subscription conversion by improving engagement and demonstrating product value.
- Monitor customer usage, adoption metrics, and success indicators to improve retention and product utilization.
- Develop and maintain customer-facing resources such as FAQs, tutorials, guides, webinars, and training materials.
- Collaborate with Product, Sales, and Support teams to relay customer feedback and improve future product development.
- Respond to customer inquiries via chat, ticketing systems, and virtual sessions in a timely and professional manner.
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