Director of Customer Support

Guilford, Connecticut, San Diego, California

Company Description

Quantum-Si is pioneering a new generation of technology to create the market of Next Generation Protein Sequencing (NGPS). Similar to Next Generation DNA Sequencing (NGS), which gave us a blueprint of what could happen by studying our DNA, NGPS enables an unbiased view of the proteome through improved scale, resolution, and sensitivity leading to better understanding of disease and improved general health. 

We operate at the intersection of biochemistry, chemistry, hardware, molecular biology, photonics, semiconductor chips, and software with a goal to drive a digital transformation of a $44 billion dollar proteomics market.

Join us on the journey to transform healthcare, motivated by the idea that the products you work on will change the lives of millions of people around the world.

Job Description

As the Director of Customer Support, you play a key role in the success of our Next Generation Protein Sequencing platform. In this role you will be required to build and manage a high-performance team of global Field Application Scientists and Field Bioinformatics Scientists spanning chemistry, molecular biology, and software to support a growing global customer install base. You have experience building global support teams and working with innovative technology. You’ve designed systems and processes to build scalable support organizations previously. You have a deep love for working in a fast-paced environment and are comfortable with rolling up your sleeves to contribute in any capacity required.

As part of our team, your core responsibilities will be: 

  • Recruit and develop a global high performing team
  • Establish and maintain the overall vision and plan for account management, focusing on driving product adoption and customer success
  • Collaborate with Product and Marketing teams to provide critical feedback in guiding product roadmaps
  • Partner with Sales to develop and drive placement opportunities
  • Support our customers to ensure successful experiments leading to high-quality publications
  • Be an ambassador for Quantum-Si representing its people and technology

Travel

Domestic and international travel 10% - 25% of the time.

Qualifications

Baseline skills/experiences/attributes:

  • MS or Ph. D. degree in Life Sciences of Engineering discipline
  • 10+ years of relevant industry experience
  • 5+ years of leading customer success teams
  • Proven ability to develop scalable solutions to support a global install base
  • Excellent oral and written communication and presentation skills
  • Previous experience working on the roll-out of a new innovative product is a plus
  • Willing to travel (domestic and international) up to 50% of the time (when appropriate and safe)

You Deeply Identify with Core Quantum-Si Values:

  • Team:  We are stronger as a unit and collectively committed to the goal and each other.
  • Accountability:  Be accountable to the goal, the team and yourself.
  • Passion:  We are enthusiastic and dedicated to expanding scientific understanding and its impact.
  • Excellence:  Be aggressive and have a sense of urgency but take pride in each task taken on.
  • Transparency:  We align as an organization and communicate success and challenge.
  • Competitive:  We do not fear but learn from making mistakes.  We play to win!
  • Diversity:  Each individual regardless of role makes a difference and impacts our progress.

Additional Information

We offer great perks: 

  • Competitive salaried compensation - we value our employees and show it 
  • Equity - we want every employee to be a stakeholder
  • Fully covered medical insurance plan along with a generous company sponsored health reimbursement account, and dental & vision coverage - as a health-tech company, we place great worth on our teams’ well-being
  • Company paid life insurance, short term and long term disability
  • Flexible Paid Time Off - personal responsibility for managing our own time, workload and results plus 14 paid holidays inclusive of MLK Day, Juneteenth, Indigenous People’s Day and Veterans Day
  • Parental Leave - we provide a generous 10 week parental leave and additional 6-8 weeks pregnancy related leave for birthing parents
  • Pre-tax commuter benefits - we make your commute more reasonable 
  • Free onsite meals + kitchen stocked with snacks
  • 401k plan - we facilitate your retirement goals
  • Beautiful office near the ocean-front in historic Guilford, Connecticut OR Beautiful office in the heart of San Diego
  • The opportunity to build a revolutionary healthcare product and save millions of lives!

Quantum-Si does not accept agency resumes.

Quantum-Si is an E-Verify and equal opportunity employer regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.