Software Support – Success Specialist

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🔥 2 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Transnetyx

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🧬 Biotechnology

🔬 Science

Biotechnology • Science

Transnetyx is an automated genotyping services company that provides high-throughput, highly accurate genotyping for research organisms (including mice, zebrafish, and rats). They offer rapid turnaround (24–72 hours), free automated genotyping trials, in-house kiosks (TAGCenter) for sample drop-off and logistics support, and serve research labs and institutions with no-contract, on-demand testing. The company emphasizes GDPR/compliance for its web services and provides online resources, presentations, and developer support.

📋 Description

• Serve as the primary liaison between customers and Transnetyx, ensuring exceptional customer experiences from onboarding through long-term success. • Provide technical support for Colony + AMI Web and iOS applications, including software training, breeding strategy consultation, project creation, troubleshooting, and ongoing customer support. • Guide customers from free trial to paid subscription through education, engagement, and outstanding service. • Monitor customer adoption and success metrics to improve software utilization and customer retention. • Develop customer resources including FAQs, tutorials, videos, training guides, and support documentation. • Host engaging virtual demonstrations, webinars, customer presentations, and occasional onsite training. • Respond promptly to customer inquiries through Live Chat and support ticketing systems. • Collaborate closely with Sales, Product Management, and Support leadership to deliver an exceptional customer experience.

🎯 Requirements

• Bachelor's degree in Biology, Biomedical Sciences, Life Sciences, or a related scientific discipline or equivalent relevant certifications and experience. • Experience with biomedical research involving mouse genetics or colony management • Customer-facing support or customer success roles • Experience with Software-as-a-Service (SaaS) platforms • Comfort in using consultative or relationship-based ('soft sell') customer engagement techniques • Proficient in Microsoft Office and quick to learn new software applications • Ability to work with diverse customers across cultures and disciplines.

🏖️ Benefits

• Meaningful work that supports groundbreaking biomedical research • A collaborative, people-first culture • Opportunities to grow your scientific and technical expertise • Cross-functional collaboration with Product, Sales, and Customer Success teams • A company committed to innovation, integrity, and continuous improvement