Job Description
At arenaflex, we're revolutionizing the way pathogens and other microbes are observed throughout the body, unlocking the information present in microbial cell-free DNA to help doctors quickly solve their most challenging cases. As a Customer Success Representative I, you'll play a vital role in providing top-notch support to our customers, including physicians, laboratory personnel, and hospital administrators, while also collaborating with our field sales team members. **About arenaflex** arenaflex is a venture-backed life science startup that's transforming the field of infectious disease diagnosis. Our mission is to help clinicians do more for their patients by bringing the genomic revolution to this critical area of healthcare. With our cutting-edge platform, we're delivering unprecedented insights into the microbial landscape, providing clinicians with a comprehensive test capable of identifying more than a thousand pathogens directly from blood. Our test is the result of incredible work done by our scientists, statisticians, engineers, and physicians, all driven by the same mission: to conquer infectious diseases through innovations around genomic sequencing and machine learning. **Why Should You Join Us?** As a Customer Success Representative I at arenaflex, you'll have the opportunity to see how directly your work has a life-changing impact on people, and at scale. You'll be part of a team that's pushing the boundaries of what's possible in infectious disease diagnostics, and you'll get to tap into some of the most advanced technologies in the industry. With a focus on delivering exceptional support to our customers, you'll be at the forefront of our mission to provide better care to those who need it most. **Reports to:** Manager, Customer Success **Location:** Redwood City, CA (Hybrid) or Remote (USA) **Primary Responsibilities:** * Provide high-quality support via phone, email, and help tickets for any inbound customer requests * Communicate with laboratory personnel and physicians to obtain necessary information regarding samples processed by arenaflex and provide status updates * Liaise with the Medical Affairs team for escalations regarding arenaflex test results * Liaise with production laboratory personnel regarding sample processing and reporting issues * Liaise with Sales and Business Development teams to provide support for customer needs **What’s Fun About the Job?** arenaflex is operating at the edge of what's now known to be possible in infectious disease diagnostics, and with that comes a wave of new and incredible challenges and opportunities. As a Customer Success Representative I, you'll have the chance to architect and innovate where current solutions simply don't suffice. You'll get to see how much your work really matters, and you'll be part of a team that's making a real difference in the lives of patients and clinicians around the world. **Travel:** No travel required. **Physical Requirements:** Subject to extended periods of sitting and/or standing, vision to monitor, and moderate noise levels. Work is generally performed in an office, lab, or clinical environment. **Position Requirements:** * Bachelor's or higher degree in Biological Sciences preferred * 3+ years of customer support/service experience in healthcare or related industry - telephone-based support experience, required * Experience working with hospital laboratories and clinicians preferred * Experience with ticketing systems (Zendesk) and Salesforce, preferred **Personal Qualifications:** * Ability to handle customer contacts in a professional and knowledgeable manner * Ability to work independently * Excellence in the handling of Personal Health Information (PHI) * Excellent verbal and written communication skills * Basic Office and G Suite skills **Disclaimer:** The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Responsibilities and duties may change or be adjusted to meet the needs of the company, and additional duties may be assigned as necessary. The job description is subject to change at any time at the discretion of arenaflex. **Equal Opportunity Employer:** At arenaflex, we value a diverse and inclusive workplace and provide equal employment opportunities for all applicants and employees and are committed to honor and invest in the full diversity of people, in our hiring, recruiting and development of employees across the Company. All qualified applicants for employment are encouraged to apply and will be considered without regard to an individual's race, color, sex, gender identity and gender expression, including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application due to a disability, please contact us at [email protected] and we will accommodate qualified individuals with disabilities. **How to Apply:** If you're passionate about life science innovation and support, and you're looking for a challenging and rewarding role that will make a real difference in the lives of patients and clinicians, we encourage you to apply for this exciting opportunity. Apply for this job