Solution Manager, Academic Segment

Founded in 2002 in New Jersey, GenScript Biotech Corporation accelerates innovation in biotech and healthcare by providing researchers and companies with the building blocks needed to develop groundbreaking treatments and products. Guided by its mission to Make People and Nature Healthier Through Biotechnology, GenScript has a team of approximately 6,165 employees and has served more than 200,000 customers across over 100 countries and regions.

About the role

The Technical Solution Manager provides account management and high-level technical support to customers, serving as the primary technical source for supporting sales/marketing activities. Solution Managers take full responsibility for the daily operation of the customer service function to strengthen customer relationships and ensure customer satisfaction. The focus of work is in project management, project design, and proactive account management. This position is fully remote, with occasional travel, and can reside anywhere in the United States.

Responsibilities

• Provide primary business, technical, and product/service advice to customers, including effective solutions to customer’s project inquiries and generating price quotes for project design.
• Analyze customers’ needs, resolve troubleshooting and/or complaints with technical issues, and advise them of additional services and product solutions when necessary.
• Identify potential areas of concern for customers and make recommendations based on recognizing customers’ current and future needs during continued business relationships.
• Maintain close communication with customers as well as facilitate communication with technical support when necessary.
• Collaborate with internal teams/departments to achieve sustainable growth.
• Organize and provide training for internal sales and external distributors by delivering presentations and/or demos.

Requirements

• PhD in a relevant life science discipline, such as cell biology, immunology, molecular biology, and peptide therapeutics, or a Master of Science degree with relevant industry experience.
• Exceptional verbal and written communication and presentation skills.
• Customer-centered and proactive/action-oriented.
• Excellent analytical and problem-solving skills; able to grasp new concepts quickly.
• Strong organization skills with great attention to detail.
• Enjoy working in a fast-paced and team-oriented environment.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with a company match that vests fully on day one.
• Paid parental leave after three months of employment.
• Paid time off policy including vacation time, personal time, sick time, floating holidays, and company holidays.
• Flexible spending and health savings accounts.
• Life and AD&D insurance, short- and long-term disability coverage.
• Legal assistance and supplemental plans such as pet, critical illness, accident, and hospital indemnity insurance.
• Commuter benefits, well-being initiatives, and peer-to-peer recognition programs.

Pay

Estimated salary range: $80,000 - $85,000 based on experience level.