Technical Account Manager

We’re looking for a Life Sciences Technical Account Manager to join our Seattle team!

Technical Account Managers are results-focused and key to clients’ success. This role is responsible for high-level technical support and client-centric account management. TAM’s support several clients and are the first point of contact for initial technical support responses. action-oriented and results-focused.

• Collaborate & Contribute
  Advocate for client success with proactive technical and operational account management support. Demonstrate accountability with responsive follow-through on clients’ issues and service tickets. Adjust your communication style for your audience to convey complex ideas with precision and clarity. Optimize customer experience by identifying user needs to coordinate training.
• Discovery Oriented
  Value feedback and demonstrates a capacity to learn from others. Informed source for client insights and understanding user needs. Generate excitement and interest in new feature implementation by sharing thoughtful analysis of needs, based on in-depth product knowledge.
• Bias to Action
  Technical support and troubleshooting demonstrate timely decision-making and excellent judgment, in recognizing when to ask for assistance and when to escalate.  Flexible and skilled at prioritization, adapting to shifting needs, work requirements for internal projects and client needs. Ensure your clients know how to use product features.
• Technological Curiosity
  Approach support requests with creative problem-solving. Strive for positive client outcomes by identifying relevant details to understand data management needs and deliver solutions. Quickly develop working knowledge of new technology and comfortably discuss it with customers.

Requirements:

Education & Experience

• Bachelor of Science (BS), in Biology, Chemistry, Engineering, Computer Science or any related discipline.
• Experience in a technical, or related field.

Account Management Excellence

• Ability to demonstrate a sense of urgency and commitment to customer success.
• Demonstrated record of relationship-building with clients.
• Able to demonstrate accountability for decision-making and results.
• Highly organized, with excellent time management that shows active ownership of outcomes.
• Effective and resourceful problem-solver.

Science, Science, Science

• Ability to apply and build on the knowledge of science-related concepts to support client solutions.
• Working knowledge of scientific research methods (sample prep, workflows).
• Understanding of basic scientific instrumentation.
• Experience in a laboratory environment.
• Experience with research and scientific data management systems (LIMS, LIS, LMS).

Technical Savvy

• Familiar with data and database structures (SQL server, PostGres).
• Familiar with writing scripts in SQL, R, or Python.
• Familiar with computer systems and version control systems.
• Experience working with large data sets.
• Working knowledge of Software Development Lifecycle (SDLC).

Communication & Collaboration

• Ability to communicate with internal and external stakeholders at all levels of the organization.
• Excellent writing skills.
• Ability to convey complex ideas with clarity.
• Proficient with business software (e.g., MS Office, G-Suite, Zoom, open-source, and equivalents).

Employee Benefits

Hourly Range: $34.00 to $40.00

Paid Time Off (PTO)

• 160 hrs. (20 Days) PTO
• 60 hrs. (7.5 Days) PTO for Volunteering and Professional Development

Group Insurance

• Medical, Dental and Vision
  • 90% of benefit premiums paid for you and eligible dependents.
  • LabKey offers In and out-of-network coverage (No HSA or HDHP)
• Flex & Dependent Care
• No cost benefits
  • Life/Acc. D&D Insurance
  • Short-and Long-Term Disability
  • EAP

Work-Life Balance

• Flexible schedules
• Hybrid Work Environment

Compensation

• Bi-annual Bonus opportunity
• Stock Option Grants
• 401(k) Retirement with No Vesting
• $600 Healthy Living Incentive

Commuter Perks

• Fully funded Orca Transit Pass
• Transit benefits

Career Growth

• Paid Time Off for Professional Development
• Professional Development Reimbursement

About LabKey

LabKey provides data management solutions that help scientists tackle today’s most challenging problems in public health research, disease pathogenesis, vaccine and therapeutic development, and many others by pairing the flexibility of custom solutions with enterprise scalability to support scientific research workflows.

LabKey is an Equal Opportunity Employer and committed to hiring and retaining a diverse workforce. All qualified applicants receive consideration, and all decisions are made without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you require assistance, or an alternative method for application and/or screening for an open position due to a disability please submit a request directly to LabKey