Customer Success Specialist

Can you guide new clients through their onboarding, provide ongoing support, and ensure their success with our product? Are you passionate about delivering exceptional customer service and ready to play a key role in the success of our UK clients at eLabNext? Read on!

As our future Customer Success Specialist at eLabNext, you’ll immerse yourself in our clients’ world. You have a unique talent for empathising with their experiences and needs and representing these within our team. You’re the one who spots new trends and can turn them into actionable points.

With us, you’ll have the space to grow continuously. Your thirst for knowledge and adaptability make you a quick learner and a driving force behind innovation in our team. As are you, we are always in motion, always looking for ways to refine and improve our processes.

Communication is your superpower. Whether with a client, colleague, or stakeholder, you know how to speak and, more importantly, how to listen. Complexity doesn’t intimidate you; you translate complicated information into clear, understandable language.

Key qualifications:

• A completed HBO/WO education in Life science. 1+ years of experience in a customer-facing position, preferably supporting a SaaS product
• Life science experience
• Experience working with ZOHO, JIRA, and Zendesk is a plus
• Experience with the development or support of web-based languages and frameworks such as HTML, CSS, JavaScript, and RESTful APIs is a plus
• Fluency in English at a native speaker level

• Support regional sales and support activities, offering an unparalleled level of customer service.
• Assist new clients during the onboarding process, ensuring each feels supported and successful with our product.
• Direct communication with clients as a product expert, helping them fully understand and best utilise the product.
• Handle both direct and indirect support requests via emails and phone calls, serving as the internal voice of the client.
• Contribute to the evolution and refinement of our product and processes.
• Develop tutorials and documentation and organise small workshops for clients to enrich their experience and support the growth of our business.
• Work with CRM software management tools and ensure monthly reporting.
• Collaborate closely with the Tech Support and Sales teams to lead projects and effectively execute tasks.

eLabNext, a scale-up organisation and part of Eppendorf, has been working hard for years to elevate research to a higher level. We achieve this through a digital lab platform usable by every research and development team to record better, share, and optimise their data. At eLabNext, everyone gets the opportunity to develop themselves. Making mistakes helps you grow, and we embrace that. Our flat company culture allows everyone to flourish in their roles. Monthly team events and enjoyable Friday afternoon drinks ensure a pleasant atmosphere throughout the organisation. Together with our colleagues, we are building a better world!