[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Twist Bioscience is seeking a Customer Success Specialist to support customers through onboarding, training, and ongoing account management. The role supports the sales team, manages customer relationships and order updates, and coordinates with cross-functional teams to improve the customer experience.

Responsibilities

• Assist the sales team with administrative tasks such as data entry, document management, and record organization
• Collaborate with the sales team to provide white-glove service and ensure a high level of customer satisfaction
• Respond promptly and professionally to customer and internal team inquiries
• Work with the sales team to create accurate and tailored quotations for prospects, maintaining a database of standard pricing and product information
• Foster strong, positive relationships with clients to ensure they feel valued and supported
• Serve as a primary point of contact for clients, handling inquiries, resolving issues, and providing product/service information
• Monitor customer health and assist with onboarding to ensure long-term satisfaction
• Create, implement, and maintain reports and dashboards for both internal sales teams and external customers
• Keep internal dashboards updated and inform departments when action is needed
• Stay informed about the status of key and strategic account orders in the production pipeline, proactively providing updates to stakeholders
• Collaborate effectively with the sales team to support their objectives
• Work closely with cross-functional teams, such as Global Logistics, Commercial Operations, and Global Support, to ensure a seamless customer experience
• Manage cross-functional initiatives, acting as a liaison between sales and other departments to identify gaps and drive process improvements
• Use CRM software to manage client and prospect information, document interactions, and track the sales pipeline
• Assist in generating reports and analyzing sales performance data to identify trends
• Support ad hoc projects, including configuring contracts for discount pricing

Skills

• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills
• Proficiency with office software (e.g., Microsoft Office Suite)
• Familiarity with CRM software is a plus
• Self-motivated with the ability to work both independently and as part of a team
• A proactive and resourceful approach to problem-solving
• 3-6 years of experience in sales, account management, customer success, or client relations
• Bachelor's degree in a relevant field (e.g., Science)

Benefits

• Performance-based incentives.
• Opportunities for career growth and development.
• Collaborative and supportive work environment.
• On-the-job training and ongoing learning opportunities.
• Bonus.
• Equity.
• Remote work.

Company Overview

Company H1B Sponsorship