Job Description

Are you curious, driven, and collaborative? Do you want to work at one of the most innovative and impactful biotech companies in the Bay Area? Mission Bio’s Tapestri Precision Genomics Platform was #2 on the TheScientist’s 2018 Top 10 Innovations list. And single-cell sequencing, which we focus on, was voted Nature Methods Method of the Year 2019. Our mission is to enable our customers to eliminate cancer.

Mission Bio is a start-up providing the best-in-class solution for single-cell genomics across the range of research and translational/clinical medicine. We are a small team that is growing rapidly, so this is an opportunity for a talented, driven individual to make a significant impact on the direction and success of an exciting young company. We are committed to diversity. If you are a collaborative, curious, hardworking professional who thrives in a fast-paced, dynamic, supportive environment, we would love to meet you.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

We are looking for a highly motivated individual to join the Product Management Team as a Customer Success Lead. This exciting and challenging role is a responsible for owning the customer journey at Mission Bio. As a strategic leader within the product team, you will have a cross-functional role advocating on behalf of the customer across the organization. The goal is to identify delighters for onboarding, empower and enable the end user, and overall increase market adoption for the platform. 

Additional job responsibilities are included below:

• Lead strategic, cross-functional initiatives such as customer journey mapping both pre-and post-sales, identifying critical opportunities to accelerate adoption.   
• Define and develop KPI’s around customer engagement, feedback, and adoption metrics, such as NPS (Net Promoter Score), customer satisfaction surveys, referrals, re-order and journal publication growth rates etc.  
• Identify end user challenges and risk areas, develop solutions, and execute proactively to avoid churn, in collaboration with field support, product, and sales teams. 
• Collaborate with sales on identifying market opportunities for relevant government funding grants to accelerate sales cycles, and potential up-sell strategies, with a focus on customer retention.
• Drive and implement scalable processes for customer delivery across internal functions. Manage customer escalations – be the central point across internal teams and customer contacts to communicate status and resolution plans.

QUALIFICATIONS, EDUCATION AND EXPERIENCE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below represent the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The candidate should have:

• A Ph.D / MS in Molecular Biology / Cell Biology / Biochemistry discipline is preferred.
• Three to five years in directly managing customer engagements and relationships within pharma, biotech or academic organizations, is required.
• Experience in analytics for the development of KPI’s, for customer engagement and adoption metrics, is required.
• Experience in mapping customer journeys and understanding customer outcomes within the life science industry, is preferred.
• A background in customer success, professional services, account management or customer support in the life science industry is ideal. 
• Experience with single-cell technology, genomics would be a definite plus, but not required.
• Excellent skills in communication, documentation, organization, and time management.

Travel

About 25-30% as required to evaluate and map customer journey, with continued effort to evaluate customer satisfaction through the product life cycle.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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