[Hiring] Customer Success Specialist @Twist Bioscience

Role Description

We are seeking a proactive and detail-oriented Customer Success Specialist to join our dynamic customer success team. In this role, you will provide strategic support to customers, helping them through the onboarding process, offering training and assistance, and fostering long-term success. The ideal candidate will be a strong communicator, skilled at building relationships, and committed to delivering exceptional service.

What You’ll Be Doing

• Strategic Account Support:
  • Assist the sales team with administrative tasks such as data entry, document management, and record organization.
  • Collaborate with the sales team to provide white-glove service and ensure a high level of customer satisfaction.
  • Respond promptly and professionally to customer and internal team inquiries.
  • Work with the sales team to create accurate and tailored quotations for prospects, maintaining a database of standard pricing and product information.
• Relationship Building:
  • Foster strong, positive relationships with clients to ensure they feel valued and supported.
  • Serve as a primary point of contact for clients, handling inquiries, resolving issues, and providing product/service information.
  • Monitor customer health and assist with onboarding to ensure long-term satisfaction.
• Dashboards, Reporting, and Post-Order Management:
  • Create, implement, and maintain reports and dashboards for both internal sales teams and external customers.
  • Keep internal dashboards updated and inform departments when action is needed.
  • Stay informed about the status of key and strategic account orders in the production pipeline, proactively providing updates to stakeholders.
• Communication and Collaboration:
  • Collaborate effectively with the sales team to support their objectives.
  • Work closely with cross-functional teams, such as Global Logistics, Commercial Operations, and Global Support, to ensure a seamless customer experience.
  • Manage cross-functional initiatives, acting as a liaison between sales and other departments to identify gaps and drive process improvements.
• Customer Relationship Management (CRM):
  • Use CRM software to manage client and prospect information, document interactions, and track the sales pipeline.
  • Assist in generating reports and analyzing sales performance data to identify trends.
  • Support ad hoc projects, including configuring contracts for discount pricing.

Qualifications

• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Proficiency with office software (e.g., Microsoft Office Suite).
• Familiarity with CRM software is a plus.
• Self-motivated with the ability to work both independently and as part of a team.
• A proactive and resourceful approach to problem-solving.
• 3-6 years of experience in sales, account management, customer success, or client relations.

Preferred Qualifications

• Bachelor's degree in a relevant field (e.g., Science).

Benefits

• Competitive salary and performance-based incentives.
• Opportunities for career growth and development.
• Collaborative and supportive work environment.
• On-the-job training and ongoing learning opportunities.

Compensation

The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.

San Francisco Bay Area Pay Range: $87,000 — $110,000 USD