Technical Account Manager

At QBench, we’re not just creating software; we’re shaping the future of laboratory efficiency. We’re #1 on G2’s list of the Highest Rated LIMS in North America. As a leader in our field, we offer an opportunity to be part of a fast-growing, dynamic, forward-thinking team. Your work will directly contribute to enhancing scientific discovery and innovation.

Why You’ll Love Working with Us:

• Impactful Work: Your role in implementing and managing QBench directly influences the success and efficiency of our clients’ laboratories.
• Career Growth: We’re committed to your professional development, offering continuous learning opportunities and the chance to work on challenging, meaningful projects. Our rapid growth means the coming years present many opportunities for career advancement.
• Collaborative Culture: Join a supportive team that values your ideas and encourages creativity.
• Competitive Compensation: Receive a comprehensive salary package, including base and variable components tied to performance metrics.
• Remote Flexibility: Enjoy the freedom and comfort of a fully remote position, allowing for a healthy work-life balance.

This is a fully remote position that provides leadership for the implementation and deployment of QBench and then provides long-term account management support for the adoption and growth of QBench for our customers.

This role is responsible for delivering and supporting the implementation of multiple customer projects. You will provide oversight of the product environment and configuration of the system. This position also positively impacts retention and renewal rates through proactive account management.

Your main tasks will include planning a schedule for implementation, defining goals, and tracking progress toward those goals. You will also perform detailed requirements analysis, document processes, oversee software projects from start to finish, and give customer training presentations. You will work directly with a wide variety of laboratory staff, resolving their technical questions and issues to help leverage the QBench platform to maximize their lab's effectiveness, efficiency, and productivity. 

To succeed in this role, you should have a natural analytical way of thinking and be able to explain complex concepts to non-technical users.

Responsibilities:

• Own the overall relationship with the customer.
• Plan, lead, and organize multiple project initiatives in accordance with the approved scope and schedule.
• Manage project planning, goal-setting, and progress tracking.
• Deliver customer training and handle technical queries, ensuring effective use of QBench.
• Responsible for determining client needs and making appropriate recommendations for current and future value-added services, products, etc., while coordinating the involvement of all necessary team members. Provide suitable technical solutions after an end-to-end analysis of the current business process. Translate business requirements into robust requirement documentation. Help resolve any gaps or ambiguities in documented requirements.  
  • Produce the following artifacts as needed:
    • Functional Requirements
    • Use Cases
    • UI Prototypes
• Manage project risks, timelines, and deliverables, including functional requirements and use cases.
• Conduct high-level testing and ensure smooth transition post-implementation.
• Gains customer acceptance by understanding and explaining product value propositions and leveraging knowledge of laboratory operations.
• Interface with engineering, product teams, and external vendors.
• Identify scope changes and document those changes for the project. Work with the team to create a new project scope to address customer needs.
• Participate in the pre-sales process to help develop Scope of Work documentation.
• Ensure successful customer adoption of, usage of, and satisfaction with the QBench product, leading to customer contract renewals.

Qualifications:

• Minimum 1-year experience in a laboratory environment.
• Proven track record in project management, preferably with scientific workflow projects.
• Proficient in software product adoption and support.
• Organized project management skills such as critical thinking, problem solving, and active listening. 
• A strong aptitude for problem-solving, negotiation, and mediation skills.
• Evidence of the ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement.
• Ability to anticipate challenging situations and proactively plan appropriate actions.
• Strong attention to detail and multi-tasking skills.
• Demonstrated ability to learn complex software products.
• Strong ability to pick up new systems quickly and effectively.
• Bachelor’s degree preferred.
• Ability to travel periodically (domestic) in support of client engagements.