Key Account Manager, Synbio - Boston

Manage Key Account team by providing strategic vision to maintain and or expand Key Accounts wallet share. Train Key Account team to be able to navigate through Twist systems and process to offer differentiated white glove/red carpet service to Key Accounts which may occasionally require operational flexibility and internal coordination to successfully execute the project. Develop, standardize and drive key initiatives focused on fueling Key Account adoption. 

The Key Account Manager will be responsible for the Key Account team to have the necessary skills, tools, and training to be able to handle all aspects of customer relationship management. This includes providing customer support, technical support, manage projects, and handle all phases of customer communications required to execute the custom services projects. The overall objective of this role is to help the sales team win and maintain important customers. You'll also leverage your knowledge of Twist's internal processes and to drive cross functional process improvement projects required to differentiate and scale the business. Your goal is to lead your team to achieve high customer satisfaction scores, drive loyalty to our products, and reinforce the quality of the Twist brand in the U.S. market. 

Responsibilities 

• Lead a team of Key Account Specialists ensuring they have the skills and tools necessary to effectively and efficiently resolve any commercial or Key Account inquiries, process orders, and manage projects.
• Set, measure and hold the Key Account Team accountable for achieving customer satisfaction success metrics. (i.e. survey commercial team) 
• Support team in resolving recurring product or service problems by helping to identify the root cause, collaborating with stakeholders to create and present solutions to the customer or internal stakeholder, and then following up to ensure satisfactory resolution. 
• Identify and mentor Key Account Team implement new policies and process improvements required to differentiate and scale the business.
• Work closely with Key Accounts Team and commercial team to gather input to develop disruptive new products.
• Support Key Account Team in being able to quickly and professionally respond to all customer inquiries, including pricing, availability, order status, shipping details and support requests 

• Setup guidelines for Key Account team to provide project updates at agreed upon intervals to customers
• Prepare quotes for services after collecting customer requirements Work with the services teams to collect costing for proposed services as part of quote preparation
• Manage communication between customers and the internal team providing world-class customer experience
• General knowledge of molecular biology workflows
• Participate/lead sales training and support selling activities as appropriate Manage services capacity for customer satisfaction and business goals Deliver ongoing briefings and training to ensure specialists stay up to date on latest department policies and procedures. 
• Provide development coaching to your direct reports to ensure they are set up for success and continue to grow and feel fulfilled in their roles. 
• As the department grows, coordinate with other Technical and Customer Support supervisors through calibration sessions to ensure the support team is aligned on quality and performance standards. 

Requirements 

• 4-6 years of relevant work experience in the life sciences or related field, with >4 years in a customer facing role
• Requires bachelor's degree in Biology, Chemistry or related Life Science. Advanced degree and / or hands on laboratory experience a bonus 
• 2+ years experience managing people. 
• 2+ years experience hiring and training staff.
• 2+ years Customer communication from inquiry to delivery of services Outstanding leadership, teamwork, and communication skills 
• Excellent written and verbal communication skills. Ability to communicate effectively with a wide variety of people. 
• High attention to detail. 
• Hands-on, high energy, positive attitude with a can-do attitude. 
• Able to multitask, prioritize, and manage time effectively. Understanding of services offering and customer workflows that the services offerings address Proven ability to influence cross-functional teams, and to work effectively with customers, internal operations and sales teams
• Demonstrated track record of managing projects that meet customer expectations Ability to travel up to 20% 

Twist Bioscience synthesizes genes from scratch, known as "writing" DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.

#boston