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Customer Success Manager

05 februari 2021


UgenTec is an international and fast-growing company specialized in the development of diagnostic & workflow software solutions for molecular laboratories.

The UgenTec software solutions are situated on the challenging crossroads between molecular diagnostics and informatics, building on artificial intelligence and SaaS principles. Our solutions are aimed at laboratories and companies in clinical diagnostics and molecular testing markets. UgenTec is recognized with multiple awards that acknowledge their value of the delivered innovation. The UgenTec headquarters are located in Hasselt at the Corda Campus with a team of 50 people and local presence in the US, commercializing our offering to the global market. The UgenTec team is a very diverse and dynamic young team, consisting of people with a biomedical, molecular, lab automation and informatics background. Moving quickly from a scale-up to a fast growing international enterprise, working for UgenTec will be both a challenging and a huge opportunity.

In order to strengthen the team in Hasselt, UgenTec is looking for an additional

Customer Success Manager

You will join the UgenTec customer success team in Hasselt, Belgium, where you’ll be responsible for helping our customer labs successfully get started and grow their use of the FastFinder software platform for molecular diagnostics.

UgenTec markets its AI platform to expert molecular biologists, lab directors, and diagnostic companies. Experience in a molecular lab is a prerequisite for this function, and a passion for helping our users – from lab technicians to diagnosticians – reach the full benefits of our software is essential.






What we’re looking for

You’re outgoing and communicate well, you have great listening skills to understand the customer’s situation, and you’re both passionate and patient in bringing them on a journey from novice to expert. You have experience with a molecular diagnostics lab, preferably in molecular techniques such as PCR, looking for a new experience.

You are hands-on and tech-savvy, able to use and navigate account management and CRM tools. You strive for customer success but have your eyes open for commercial opportunities within accounts. You are collaborative in interacting with the sales and marketing team, the product team, and the support team. You have good personal interaction skills and can work on many tasks in parallel. You’re not a stranger to software, and have a keen interest in understanding both our product and the customer workflows and requirements.

What you’ll do

You will complement our service and support team to help customers labs, diagnostic vendor partners and distributors get up and running and familiar with our solution.

You will be responsible for:
– Creating materials for and performing customer and partner trainings, detailed demonstrations post-sale, maintaining a representative demo environment for various use cases, providing onboarding guides, maintaining in-software context help and walk-throughs
– Provide account intelligence to the sales team for account management, the marketing team for KOL development, and the product team for roadmapping
– Perform Post Market Surveillance as required for medical device software, through periodic questionnaires and interview analyses.
– Follow-up on our software roll-out, customer activation, and partner success – across new customers, upgrades, and new products. Set and lead steering meetings with key partners.
– Customer onboarding both online and on site (if Corona measurements permits to travel again)
– Identify bottlenecks in the customer journey – from initial demo to established users.
– Make our customers very, very happy!

Ons aanbod

A great environment of smart people across software, engineering, sales, diagnostics, and support. A collaborative team with a young spirit and global ambition. A great place to work and an opportunity to learn.

UgenTec is breathing a stimulating scale-up atmosphere where you can grow your capabilities in an open and no-nonsense company culture. We especially pay attention to keeping up our open communication and the desire to exchange views and ideas within our motivated team in a context of mutual trust.

We offer a fascinating role in an international environment where you will have the possibility to grow and shape a software solution right from the start. We combine state of the art data science with cutting edge technology in a streamlined development process to ensure we deliver only the best solutions to our customers.

We offer competitive salaries with fringe benefits, including a car, training in Customer Success Management and other if applicable.

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