Vizgen, Inc. – Cambridge, MA
Vizgen is a rapidly growing company developing the next generation of spatially resolved genomic profiling tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company's groundbreaking MERFISH spatial transcriptomics technology images RNA molecules with high accuracy and unrivaled detection efficiency at subcellular resolution. MERFISH provides transformative insight into a wide range of tissue-scale basic research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine. For more information, go to www.vizgen.com
Position Summary:
Critical to the objectives of the position will be creating a unified customer experience globally, that supports company objectives through focused execution to achieve best-in-class customer service and Sales Operations. Thorough understanding of the company’s product offerings, experience transacting business globally, and optimizing and executing quote to cash processes efficiently and accurately is required. This position oversees the strategic development and execution of the incentive compensation plans, targeting, call plan development/upkeep, field alignments, sales reporting, forecasting metric identification, and field team effectiveness. This position provides leadership and direction in the areas of Global Order Management, Sales Operations and defines customer service expectations and metrics, manages customer relations issues and excels at communication and responsiveness. Role will report directly to the SVP of Global Sales and Support.
Key Responsibilities:
- Work closely with executive sales leaders to determine opportunities for increased field efficiencies, analytical education gaps, and coordinate with product strategy for implementation of new field tactics
- Identify and build out appropriate educational materials to support ongoing representative and regional manager’s development in the areas of business planning, sales analysis, and execution.
- Manage and direct sales data inquiry request/resolution for sales incentive compensation data, sales reporting, and CRM reporting.
- Partner with sales management to define and produce or enhance reporting to measure sales force productivity and ensure effective implementation of established strategies and tactics.
- Responsible for all field training in regards to field sales tools, i.e. dashboards, CRM/SFDC, ad hoc reports.
- Develop communication materials to support field sales management on business reviews and sales force tools.
- Provide leadership, direction and coaching to the Customer Service Team by organizing resources, providing priority management, and ensuring performance metrics are met
- Oversees the daily workflow of the department.
- Drafts, implements, and executes policies, procedures, and work instructions to facilitate a quality customer service experience.
- Understands and optimizes all customer service systems and processes, from Quote to Cash, including differences globally.
- Supervises the Customer Service team and advises them on handling and/or handles difficult customer complaints/issues. Ensures responses are timely/appropriate/courteous. Follows up with customer to see that complaint was satisfactorily resolved as necessary.
- Partner with cross-functional partners to manage product allocation plans, recalls, and communication plans for customer facing teams.
- Act as a liaison between customers, sales, service, legal, and accounting to resolve status, order placement, shipment, and billing issues.
- Responsible for identifying and removing roadblocks for the customer care team. This includes, but is not limited to, monitoring, and ensuring data accuracy in ERP, escalating inconsistencies, and ensuring errors are reported and addressed by appropriate teams for quick resolution.
- Ability to prepare reports, analyze data and communicate findings to executive management.
- Develop, execute, and distribute necessary reporting in areas such as Sales Order Processing, Backorders, Order Allocation, etc.
- Responsible for training and development of current team members & new hires
Preferred Qualifications:
- Bachelor’s degree in business, finance, accounting, or related major along with a minimum of 10 years of related experience is required in a complex global commercial operations business – products and services.
- Or a Master’s degree or the equivalent business, finance, accounting, or related major along with a minimum of 8 years of related experience is required in a complex global commercial operations business – products and services.
- Experience working in a global organization, and ability to define process variations globally relating to the quote to cash process.
- Equivalent combination of education and experience may be accepted in lieu of any required degree.
- 8– 10 years of work experience in in the life sciences and/or biotech industry.
- Detailed understanding of sales processes, sales data tracking, sales force automation, incentive compensation operations, promotion response concepts, and sales force alignments. Experience with CRM/ERP systems, NetSuite and SFDC preferred
- Demonstrated ability to manage change across the department and with other leaders
- Experience working directly with the sales team to ensure quoting accuracy and manage urgent customer situations
- Outstanding attention to detail and process rigor and effective verbal and written communication
- Ability to multi-task, prioritize and meet deadlines while delivering consistent, accurate and reliable work
- 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
- Excellent interpersonal and customer service skills.
- Ability to thrive in a fast-paced office environment.
- Strong supervisory and leadership skills.
If you aren't sure you meet every requirement but are excited about what you read here, please consider applying! We believe diversity drives innovation. Above all, we're looking for the right person with skills and talent to grow the company together all while enriching your professional and scientific experience.
We offer a competitive salary, meaningful stock ownership, 401K, health benefits, a great work environment and the opportunity to enter a high-growth startup company. We are recruiting candidates who have demonstrated leadership and excellence throughout their careers and are excited by the prospect of tackling challenging technical problems.
This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable federal, state, and local laws.
WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
Vizgen affords equal employment opportunity to all qualified persons regardless of race, color, religious creed, national origin, age, military status, sexual orientation, disability, genetic information, gender identity, gender expression or gender unless based upon a bona fide occupational qualification.
