The Business Management Specialist will be responsible for all aspects of customer relationship management for the NGS custom products and services business within Twist Bioscience for a portfolio of major accounts. Specifically, this position will support major accounts who buy Twist’s products for generating DNA libraries for Next Generation DNA Sequencing and Target Enrichment. The overall objective of this role is to deliver world-class white glove support to key accounts, help the sales team win and maintain important U.S. customers, and ultimately differentiate Twist Bioscience as a biotech industry leader.

What You'll Be Doing:

  • Respond positively to and expeditiously process all incoming inquiries for your portfolio of major accounts.
  • Collaborate closely with Sales, Support, and R&D to help prioritize and advocate for product and service delivery to key accounts.
  • Assess individual customer requirements and direct activities to appropriate departments.
  • Respond quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details, and support requests.
  • Collect customer requirements for services execution.
  • Provide updates on project progress at agreed 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 and NGS workflows.
  • Participate in training the sales teams and support selling activities as appropriate.
  • Offer white glove service and perform business reviews with your Key Accounts.
  • Manage services capacity for customer satisfaction and business goals.
  • Comply with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.

What You'll Bring to the Team:

  • Minimum of 4-6 years of relevant work experience in the life sciences or a 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.
  • The ideal candidate will have experience supporting accounts with concierge service (white glove service), meticulous to details, can do attitude, and strong business acumen.
  • 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.
  • The ideal candidate will have experience supporting accounts with concierge service (white glove service), meticulous to details, can do attitude, and strong business acumen.
  • 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.
  • Preferred but not required: knowledge of enrichment techniques with several years of hands-on experience preparing DNA libraries for sequencing in research lab setting and/or experience with target enrichment or NGS data analysis.
  • Outstanding leadership, teamwork, and verbal/written communication skills.
  • High energy, positive attitude with a can-do attitude that gets it done.
  • Excellent computer skills using Microsoft Office and G-Suite; experience with Salesforce and Enterprise Resource Planning software a plus.
  • Ability to travel up to 20%.

About Twist Bioscience

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.

#LI-AB1 

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Twist Bioscience are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.