Project Manager In Customer Success // Labtwin

Labtwin | Berlin, Germany

Date listed

1 month ago

Employment Type

Full time

Keywords: ux

At LabTwin, we are building the first digital voice-powered lab assistant that aims to close the real-time documentation gap at the bench. It helps scientists document when their hands are busy using voice, thus helping them focus on their work and not on tedious documentation. We believe that by simplifying lab documentation, we can contribute to creating more efficient, complete and high-quality research. Our mission is to accelerate scientific discovery and tackle the biggest challenges of our time. LabTwin is located at the center of medtech innovation in one of the world's most cosmopolitan, cutting-edge capitals: Berlin. Role Engagements with large enterprises are vital to our business. We need to champion our customer interactions and excite our users for our solution - currently addressing critical pain points in the daily work of researchers in the life sciences. As a Project Manager in Customer Success, you will be the first point of contact for our key clients, acting as a product expert, project manager and strategic consultant. You will have the responsibility for the success of some of our main engagements with large enterprise customers. This means you will make sure that our different teams - from design to engineering and operations - work seamlessly towards the customer's needs. Therefore, you will manage that expected benefits, compliance targets and integration goals are achieved. You will interact with senior stakeholders at our customers, consult them in terms of configuration and bespoke solutions - and deliver wowing outcomes. The Project Manager in Customer Success is a challenging role because you will need to think strategically while making sure that the details of the implementation work-out. It requires a certain level of seniority when guiding internal and external stakeholders in the right direction. Responsibilities

  • Understand customers' workflows, needs and challenges and mapping those systematically
  • Prepare and manage engagements from planning to onboarding to product adaption
  • Act as point of contact for inquiries, issues or escalations
  • Talk to key users and prepare and run workshops to collect feedback and requirements
  • Assess the business impact of LabTwin's implementation
  • Cross-functional partnering to translate customers' scientific, operational, and business requirements into new product solutions
  • At least two years experience in Customer Success, Customer Service, Field Applications in Science, Sales or Account Management
  • Good understanding of use cases and terminology in life science
  • Experience in lab informatics, e.g. LIMS, ELN or GxP, is a plus
  • Commercial mindset and ability to spot business opportunities by analyzing customer challenges
  • Experience in user training, onboarding and use case-specific demoing
  • Good communicator and ability to act as a trusted advisor on a 1:1 basis
  • A bias to action: Moving very fast with limited resources and ambiguity
  • Fast and independent learner
  • Enthusiastic about technology with demonstrated technical and UX aptitude and passion for digital products (SaaS) and scientific research
  • Ability to travel approx. one-third of your time
  • Fluency in English. Fluency in German is a plus.
  • A team with a great mission: Being part of our mission to help passionate and innovative scientists accelerate scientific discovery. A diverse team of experienced interdisciplinary colleagues including life scientists.
  • Development: Our commitment to support your professional and personal development. Budget for seminars and conferences, internal training and onsite German courses.Science education, a small demo lab to enable everyone to understand our users better. Room for ownership, creativity and cross functional collaboration. Access for O’Reilly learning platform and LinkedIn Learning platform.
  • Flexibility: Flexibility in work schedule, including home office. Meeting free Fridays to focus. 30 days of leave, as long as you promise to take them all. ;-)
  • Competitive salary and relocation support.
  • We want you to feel great here: A gym around the corner, healthy snacks. Really good coffee. And you will work in one of the best spaces in central Berlin. A beautiful garden, roof terrace and grill for a nice evening. And an AC for very hot Berlin summer.
  • A great work-life balance that we care about.
Curious? Awesome! We are excited to receive your application! Just send us your CV and your possible starting date. We will get back to you very soon.

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