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Senior Customer Success Specialist

LocationVancouver, British Columbia
Job ID R0000042 Date posted 10/11/2017

STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore.  Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training.  We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree.  STEMCELL is proud to be the largest Biotechnology employer in Canada.

Job Description Summary

As a member of the Customer Success team, the Senior Customer Success Specialist is accountable for providing subject matter expertise, advice, education, business analysis and guidance to STEMSOFT clients and team members while staying abreast of current cell therapy developments including relevant regulatory, accreditation, clinical and scientific advances. This position works in collaboration with Product Development, Product Management, Customer Success and Sales, acting as an advocate for patients and clients while promoting STEMSOFT.

Job Description

As a member of the Customer Success team, you will be accountable to your teammates, working to ensure that our clients realize the greatest value from our products and services. You will:

  • Contribute to the continuous improvement of our best-practices and commendable-practices for batch process records

  • Interpret and analyze published guidance, regulations, industry standards and client documents

  • Collaborate with other members of the team to ensure that configuration, software and services meet regulatory, accreditation, clinical, operational and scientific requirements

  • Communicate with clients and other members of the Customer Success team to ensure that each STEMSOFT configuration optimally addresses the client's needs

  • Champion continuous improvement, change management and agile implementation methodologies

  • Attend regular team and project meetings as required

  • Develop and maintain a working knowledge of STEMSOFT products, key markets, clients, collaborators and competitors globally

  • Adhere to the practices and principles to which the team and department have committed

  • Prepare client-oriented documentation as required

  • Help teammates, share knowledge and experience with them, and learn from them

  • Travel to client sites and conferences as required (up to 25%)

  • Perform other duties as required


The qualifications of the Senior Customer Success Specialist include:

  • Minimum of 2 years’ experience in blood and marrow transplantation, cell therapy or a related field

  • Minimum BSc in cell biology or a related field or equivalent cell therapy experience; MSc or PhD is preferred

  • Ability to understand and summarize scientific and regulatory information for a non-specialist audience

  • Experience analyzing and understanding complex business processes with a demonstrated ability to think analytically and creatively

  • Excellent attention to detail

  • Well organized with excellent written and oral communication skills.

  • Proficient with cell therapy cGMP concepts and principles.

  • Proficient in Excel, Word and PowerPoint or Google Suite

  • Remote candidates will be considered, however will require up to 1 week per quarter in Vancouver, BC

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities.

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