SPR Biotech Customer Success Scientist

Nicoya; Kitchener; On-site; CAD 65,000 - 90,000; Full time

Job summary

Nicoya is seeking a customer-centric, self-starting advocate to join our Head Office team in Kitchener, Ontario. This full-time role prefers 1+ years’ experience in a technical customer-facing role and a Master’s Degree in Science.

You will build relationships, guide customers through SPR experiments, organize onboarding, and collaborate with product teams to influence future offerings while traveling as needed.

Qualifications

• Master’s degree in Science (Biochemistry preferred).
• 1+ years’ experience in a technical customer facing role preferred.
• Experience in customer success or related field is desirable.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical expertise to active customers and suggest improvements for SPR workflows.
• Coordinate with customers and Nicoya stakeholders to resolve support cases in a timely and business-friendly way.
• Maintain detailed customer records in the CRM.
• Travel to support training, installations, maintenance and sales initiatives as needed.
• Organize and host remote onboarding, training and instrument repairs for customers.
• Capture feedback to drive process improvements within Nicoya.
• Collaborate with product teams to give design input based on customer needs.
• Create app notes and customer success knowledge base content.

Skills

Customer success

Communication

Relationship management

Travel readiness

Multitasking

Active listening

Cross-functional collaboration

Empathy

Problem solving

Education

Master’s degree in Science (Biochemistry preferred)

Tools

SPR

BLI

Job description

Nicoya is seeking a customer-centric, self-starting advocate to join our Head Office team in Kitchener, Ontario. This full-time role prefers 1+ years’ experience in a technical customer-facing role and a Master’s Degree in Science.

You will build relationships, guide customers through SPR experiments, organize onboarding, and collaborate with product teams to influence future offerings while traveling as needed.