Customer Success Analyst

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🕒 June 1

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Semaphore Solutions

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2009

🧬 Biotechnology

💊 Pharmaceuticals

🤝 B2B

💰 Private equity on 2025-04

Biotechnology • Pharmaceuticals • B2B

Semaphore Solutions is a lab informatics consulting and software engineering firm that designs, implements, and supports laboratory information management systems (LIMS), data integration platforms, and custom scientific software for clinical, diagnostic, and life-science laboratories. They provide strategic informatics consulting, workflow optimization, regulatory compliance support, system implementation, ongoing informatics maintenance, and tailored software development to help labs manage workflows, improve data quality, and scale operations.

📋 Description

• Familiarizing yourself with practices and processes • Learning the product and domain • Building out the process and function for the Customer Success organization • Documenting experiences and processes with the product and building out knowledge bases • Answering incoming client requests for assistance via ticketing systems • Taking on call shifts to support clients with critical issues through escalation pathways

🎯 Requirements

• Ability to manage Tier 1 technical issues gained through experience, education or a combination of both. • Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support. • Positive attitude and solutions-focused approach to providing customer support for both internal and external questions. • Conscientious and detail-oriented with an ability to create comprehensive process documentation. • Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.

🏖️ Benefits

• Competitive vacation time and sick leave • Extended health coverage and a health spending account • Flexible, remote-first work with a focus on sustainable workloads • Company on-sites and opportunities to build real connections • Annual professional development budget and growth support • Employee Share Option Plan