[Remote] Lab Operations Success Manager at Quartzy

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Life Sciences, ResearchIndustries

Requirements

2+ years experience in lab management or lab operations in the biotech industry, with a strong understanding of R&D workflows
Bachelor's degree in a life science, business or related field (or equivalent experience)
Experience with accounting software: Netsuite, QuickBooks Online, Bill.com, etc
Experience training team members or implementing new tools or processes
Comfortable using technology and data – basics in Excel and GoogleSheets; experience with ERPs or procurement tools is a plus
Excellent communication and relationship-building skills with both technical and non-technical audiences
Strong organizational skills with the ability to manage multiple accounts, timelines and projects at once
Empathetic and patient with a talent for uncovering needs others might overlook
Adaptable and resourceful, motivated by learning and continuous improvement
Willingness to travel 4-6 times per year for on-site visits and team events
Quartzy experience a plus
Prefer someone who is looking to move into Customer experience career path

Responsibilities

Conduct regular customer check-ins and optimization sessions to understand lab goals, workflows, and challenges
Lead training sessions, workshops, and product demos for new and existing users
Provide guidance on best practices for lab supply management, purchasing workflows, and system integrations
Proactively identify ways your assigned accounts can uncover more value from our platform and identify areas for optimization
Partner with account teams to ensure renewals and identify new ways customers can benefit from Quartzy’s capabilities
Create and deliver insights and reports showing how Quartzy drives efficiency and cost savings
Manage customer escalations and ensure issues are resolved quickly and effectively
Discover upsell/cross sell opportunities to maximize customer growth
Report customer product feedback to Product and Engineering teams

Skills

Key technologies and capabilities for this role

Customer SuccessLab OperationsTraining SessionsWorkshopsProduct DemosCustomer Check-insWorkflow OptimizationStakeholder ManagementBiotech Knowledge

Questions & Answers

Common questions about this position

What experience is required for the Lab Operations Success Manager role?

Candidates need 2+ years of experience in lab management or lab operations in the biotech industry with a strong understanding of R&D workflows, a Bachelor's degree in a life science, business or related field (or equivalent), experience with accounting software like Netsuite, QuickBooks Online, or Bill.com, and experience training team members or implementing systems.

What does a typical day look like for this role?

You'll conduct regular customer check-ins and optimization sessions, lead training sessions and product demos, provide guidance on best practices, partner with account teams for renewals, create insights and reports, manage escalations, discover upsell opportunities, and report customer feedback.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What kind of company culture can I expect at Quartzy?

Quartzy fosters a collaborative, fast-paced environment where proactive problem-solvers thrive, emphasizing relationship-building, empathy, curiosity, and a customer-focused approach while serving scientists worldwide.

Quartzy

Lab management platform for supply procurement

About Quartzy

Quartzy provides a lab management platform that helps life science researchers and lab managers efficiently procure and organize laboratory supplies. The platform aggregates products from over 1,800 suppliers, giving users access to a wide selection of over 10 million products in one place. Users can track their orders actively, confirming receipt with suppliers and receiving updates on shipping issues or backorders. Quartzy differentiates itself from competitors through its strong customer support and the Quartzy Guarantee, which ensures satisfaction with every purchase. The platform also integrates with many popular applications, allowing for seamless data synchronization. The goal of Quartzy is to streamline the lab supply ordering process, making it easier for labs to manage their inventory and focus on their research.

Hayward, CaliforniaHeadquarters

2009Year Founded

$26.5MTotal Funding

EARLY_VCCompany Stage

Data & Analytics, Enterprise Software, BiotechnologyIndustries

51-200Employees

Benefits

Remote Team

Transparency

Generous Time Off

Internet Stipend

Great Gear

Risks

Increased competition from new entrants like Scispot may reduce market share.

User adoption challenges for Quartzy's mobile app could impact customer satisfaction.

Dependence on over 1,800 suppliers may lead to potential partnership disruptions.

Differentiation

Quartzy offers a comprehensive catalog with over 10 million lab products.

The platform integrates with hundreds of popular apps for seamless data synchronization.

Quartzy provides active order tracking and exceptional customer support with a satisfaction guarantee.

Upsides

Growing demand for lab automation tools enhances Quartzy's platform capabilities.

Remote work models increase the need for digital lab management solutions like Quartzy.

Sustainability initiatives offer opportunities for partnerships with eco-friendly suppliers.

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