Senior Enterprise Success Manager | LabArchives

Dotmatics is a leader in R&D scientific software connecting science, data, and decision-making. Its enterprise R&D platform and scientists’ favourite applications drive efficiency and accelerate innovation. More than 2 million scientists and 10,000 customers trust Dotmatics to help them create a healthier, cleaner, safer world.

Dotmatics is a global team of more than 800 team mates dedicated to supporting its customers in over 180 countries. The company is headquartered in Boston, with teams located around the world.

Dotmatics is backed by Insight Partners, a leading global venture capital and private equity firm investing in high-growth technology and software scaleup companies. Learn more about Dotmatics, its platform, and applications including Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express and LabArchives at https://dotmatics.com.

Come join us!

As an evolving, global business at the cutting edge of scientific innovation, we offer curious, bright minds from around the world the chance to make immediate impact. We offer meaningful benefits in each market, generous pension/retirement savings plans, equity and a collaborative, remote-friendly work environment centred around core key behaviours and high levels of integrity.

What do we need

LabArchives, a Dotmatics company, is seeking  a Senior Enterprise Success Manager. You will manage large strategic accounts and drive customer satisfaction, application engagement, customer retention, and growth, while using your background in science or research to connect with users. You will serve as a key point of contact for Enterprise customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from LabArchives and our suite of products. In this role, you are part coach, project manager, consultant and product specialist and your ultimate goal is to build usage and customer loyalty.

LabArchives is a suite of SaaS applications that help scientists manage and document their research data, prove & protect discovery, collaborate securely, manage inventory & samples, and manage lab resources.

In this role you will get to: 

• Work with identified at-risk and high-value targeted Enterprise Accounts (for all products)
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand LabArchives use throughout the account
• Implement and share best practices to ensure customers are realizing the greatest possible value from LabArchives
• Build, refine and deliver presentations and other customer programming tasks to customer steering committees, roundtables and panels to build usage and product adoption
• Serve as the primary interface to manage and resolve critical situations
• Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed
• Help maintain retention & growth rates
• Work to expand network of leadership and ELN working group resources at Enterprise Sites
• Work internally at LabArchives across Enterprise Success and Sales to improve pre-sales and post sales communication, and implementation efforts.
• Develop programs and collateral for specific roles and functions within the research support enterprise across  an academic campus (Office of Sponsored Projects, Library, VPR, IT, etc.) to help train and support specific efforts and initiatives.
• Work across our broad network of top institutions to connect, facilitate and share ideas and collateral that are relevant and topical to shared requirements and initiatives. Including soliciting feedback via surveys and outreach, facilitating webinars and round tables, conference sessions, etc.
• Attend industry conferences to meet with existing client networks and help engage prospects in discussions surrounding support for their efforts

We are looking for people who have at least 7+ years Customer Success experience in the SaaS space, ideally with Enterprise Customers supporting them with their operational needs of their product suite, or have previous working experience in an academic or commercial research lab setting, in a research administration or research support role or similar.

The key skills we are looking for 

• Account Management involving research solutions or research data or Lab technologies
• Designing and delivering high quality presentations on technical subjects to non-technical folks in a commercial setting
• Building credibility and trust by understanding customer requirements and addressing needs
• Maintaining highly valuable and outcome-based relationships with a diverse customer account base
• Working with cross functional teams such as Sales or Product 
• Experience working with CRM software (Salesforce preferred)
• Experience working with Zendesk or similar ticketing systems and project management tools

You may also have 

• Scientific Software experience 
• Knowledge and experience of academic institutions workflows
• Sales background

Total Rewards 

Dotmatics utilises a national market-based approach to base pay benchmarking and pay band development. The candidate's final starting pay is based on job-related skills, experience, job specific qualifications & location. In addition to base salary, Dotmatics has implemented a total rewards strategy, which is the combination of compensation, benefits and recognition. 

Certain positions are also eligible for variable pay; your recruiter will discuss the full compensation package details.

Other Total Rewards Offered

• Equity Compensation
• Medical, Dental, Vision, Insurance
• Health Spending Accounts
• Wellness Benefits (Mental Health Apps and Fitness Perks)  
• Company-paid Life and Disability Insurance
• 401k Retirement Plan (with 4% company match; immediate vesting)
• Flexible Time off Plan (for US exempt employees)

This is the range that we, in good faith, believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.

By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information. 

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.