Offer summary

Qualifications:

Minimum of a B.S. in a STEM major, 5-7 years in customer experience, ideally in SaaS focused on biotech or life sciences, Strong communication and stakeholder management skills, Experience with AI tooling/LLMs is a plus..

Key responsabilities:

Drive the implementation of Invert software, including onboarding and training

Ensure long-term customer engagement and success with the platform

Provide hands-on support and troubleshoot customer issues

Capture customer feedback to improve the product and advocate for their needs.

Job description

The Company

At Invert, we are on a mission to dramatically reduce the dollar and time cost of using biology to manufacture ~everything. Our customers use bioprocessing to do things like: produce new therapies to combat disease, create new biomaterials to solve the environmental crisis, and manufacture essential chemicals cleanly. We provide them with tools to automate the design, execution, and analysis of all that amazing work!

The Invert team is composed of creative and talented engineers, data scientists, biologists, and more, and we are supported by amazing investors. We value diversity and welcome individuals from all backgrounds to join our remote-first, collaborative environment.

The team

You will join as a founding member of Invert’s Customer Experience (CX) team. This team is responsible for ensuring our customers achieve success with Invert’s software, from technical implementation and onboarding, through long-term adoption and value realization.

More specifically, the team is tasked with:

Leading Customer Implementations: Driving the implementation of Invert software, including technical discovery, integration setup, onboarding, and training.
Long Term Customer Engagement & Success: Working closely with customers to ensure they fully adopt Invert and maximize the value of Invert’s platform for them and their teams.
Customer Support: Providing hands-on support to customers, troubleshooting issues, and delivering training.
Product Feedback & Advocacy: Capturing customer feedback to improve the product, being the voice of the customer to product and engineering, and fostering customer champions.
Cross-Functional Collaboration: Working closely with Product, Engineering, and Sales to ensure customers have a seamless experience.

What You’ll Bring:

Scientific & Technical Expertise:

You deeply understand the science of bioprocessing, including both upstream and downstream processes, to effectively support customer needs and speak their language.
You are able to discuss scientific and technical concepts with customers to ensure successful implementation.

Experience:

5-7 years in customer experience - either software implementation, customer success, or account management, ideally in SaaS focused on biotech, life sciences, or another technical domain.
Prior startup experience is a plus.

Education:

Minimum of a B.S. in a STEM major

Skills & Attributes:

Strong action bias and problem-solving mindset.
Ability to quickly grasp complex technical domains.
Comfort with ambiguity and changing priorities.
Strong communication and stakeholder management skills.
High degree of curiosity and eagerness to improve customer experience.
Experience with AI tooling/LLMs, or a strong desire to incorporate these tools into your workflows.

Why It’s Exciting:

Autonomy & Impact: Take ownership of customer relationships and CX initiatives. Work closely with product and engineering to help Invert build products our customers want.
Learning & Growth: Work with an experienced team and build expertise in customer success strategies.
Dynamic Environment: Thrive in a fast-paced, collaborative startup setting that values innovation and adaptability.
Career Advancement: With proven results, you’ll have opportunities for professional growth and long-term career development within our company.

The package

High-growth startup with impactful work
Fully remote, distributed across US and European time zones
Competitive salary, equity, and benefits
New laptop, monitor, and accessories of your choice
Frequent team off-sites
Unlimited PTO

The interview process

The interview process consists of several stages designed to assess technical knowledge, problem-solving abilities, and alignment with Invert’s values. Candidates are assessed between each stage, and the hiring manager will communicate decisions and next steps throughout the process. We aim to complete all stages within two weeks.

Recruiter Screen or Hiring Manager Screen (30 minutes): A quick conversation with our technical recruiter or your hiring manager to assess experience, skills, and motivation.
Hiring Manager Behavioral Interview (45 minutes): A deep-dive behavioral interview with the Hiring Manager to evaluate past experiences, approach to challenges, and customer-focused mindset.
Bioprocessing Case Study & Panel Interview (1 hour): You will present a case study related to bioprocessing to a panel including one person from Product and 1-2 from the CX team. This will assess your technical knowledge, problem-solving skills, and ability to communicate complex ideas.
Final Interview with CEO (30 minutes): A conversation with the CEO to ensure alignment with Invert’s vision and culture.. Candidates are assessed between each of these stages, and the hiring manager will communicate decisions and next steps throughout the process.

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