Director, Sales Operations and Customer Experience

Ansa Biotechnologies • Emeryville, CA

3d

About The Position

Ansa is looking for a Director, Sales Operations and Customer Experience to lead our customer service and sales operations functions as we expand commercialization. This role reports to the Vice President, Commercial Operations and offers the opportunity for a leader steeped in business analytics, sales forecasting and customer experience. This role will join a diverse team of scientists, software developers, manufacturing, commercial experts and more who are collaborating to deliver DNA – especially long and complex – to researchers in record time.
If you are energized by delighting customers and the idea of helping us ship DNA to world-changing biotech companies and research labs, then we want to hear from you!

Requirements

• Expertise in sales and customer service software, databases, and tools, including CRM and ERP systems
• Experience in developing business analytics and dashboards to effectively manage a business, strongly preferred experience in a growth-stage business
• Minimum 8+ year experience in sales operations and or customer support or equivalent, preferably in the life sciences research tools industry.
• Bachelor’s degree in business, molecular biology, chemistry, biochemistry or related field or equivalent related work experience
• Ability to think strategically and establish tools and systems key to a customer-centric support function
• Strong problem-solving, customer-facing and communication skills.
• Performs well in a team setting with collaborative input and decision making.
• Strong results orientation, bias for action.
• Desire to formulate and drive process improvements, challenging the status quo.
• Demonstrated focus on being able to translate data and metrics into predictable, value-add business insights.
• Outstanding attention to detail and process rigor and effective verbal and written communication
• Demonstrated ability to operate independently with broad guidance against a framework.
• Strong analytical skills and ability to use those skills to influence and drive change.
• Ability to comfortably interact with all levels of management.
• Commitment to demonstrating kindness, respect, and collaboration with a diverse set of colleagues of different backgrounds and disciplines.

Nice To Haves

• Experience in custom reagent manufacturing services, especially nucleic acid synthesis services a plus.

Responsibilities

• Working with the sales and manufacturing teams, create processes to develop accurate sales forecasting and demand planning
• Design and maintain commercial analytics and dashboards that provide insights and support business growth
• Work with sales leadership to develop sales quota tools for establishing and tracking against commission plans
• Utilize internal and external data to provide general business insights, especially those that can help guide sales in strategy and tactics to grow the business faster
• Develop a cutting-edge customer support strategy that tracks, analyzes, controls, and improves the customer experience and interactions across multiple touchpoints using modern tools.
• Establish customer service-related programs and operations for Ansa Biotechnologies, including developing and implementing policies and procedures that are scalable, streamlined and effective in meeting the evolving needs of a dynamic organization.
• Possess a customer first mindset and strive to proactively deliver an exceptional customer experience that generates brand loyalty.
• Manage coordination and administrative aspects of order entry/fulfillment, credit/re-bills, case creation, sales agreement, contractual obligations and backlog accurately and in a timely manner.
• Recognize matters needing attention or escalation and initiate action by communicating to appropriate colleagues and/or manager to drive resolution.
• Drive talent and culture initiatives and as we grow and build out, develop and lead a high-performing Customer Service team.
• Keep ahead of industry’s developments and apply best practices to areas of improvement to ensure continuous improvement of processes, systems, and communications.
• Control resources and utilize assets to achieve qualitative and quantitative KPIs and monthly service level.

Benefits

• Ansa offers a benefit package including comprehensive medical, dental & vision plans for employees and dependents, 401k retirement planning, company holidays, truly unlimited and company encouraged vacation time and parental leave.
• Our compensation packages include industry competitive and experience commensurate base salaries and stock options.

What This Job Offers

• Job Type: Full-time
• Career Level: Director