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Protein Metrics, a Dotmatics company (part of Siemens), is seeking a Customer Success Scientist to join their global team supporting scientists using mass spectrometry analysis software. You will be the technical expert and customer advocate for Protein Metrics' Byos and Byosphere platforms, which enable top pharma and biotech companies to perform highly accurate analyses on mass spectrometry data for biologic therapeutic development.
In this role, you will work cross-functionally with customers, sales, marketing, product, and engineering teams to ensure optimal customer outcomes. Key responsibilities include: providing pre-sales technical support and product demonstrations; independently delivering post-sale training and support to ensure users master the software platforms; supporting marketing initiatives including conference participation, webinars, and technical content creation; interfacing with product and engineering teams to advocate for customer needs and shape product development; and identifying upsell and expansion opportunities during technical engagements.
You will primarily support customers in the Pacific time zone with secondary support for APAC as needed. The role is fully remote with 10-15% yearly travel expected for company meetings, customer visits, and conferences.
Required qualifications include a Ph.D. or equivalent in biochemistry, biophysics, analytical chemistry, computational biology, or related field, plus at least 7 years of experience in biotech, biopharma, life sciences, or research. Essential expertise includes deep knowledge of mass spectrometry, chromatography, and software for protein/oligonucleotide characterization; hands-on experience with LC-MS/MS data analysis and workflow design; understanding of biopharmaceutical industry requirements; and ability to quickly master complex software. You must have advanced communication skills to translate technical details across teams, manage multiple accounts with competing priorities, and create scientific content. Project management experience coordinating multi-stakeholder rollouts, data-driven decision-making, and the ability to gather and synthesize customer feedback for product roadmaps are important. Bonus skills include familiarity with Protein Metrics workflows, scripting experience, and ability to use AI for code development.
