Customer Success Specialist Imaging - IT at Zeiss Group in Pleasanton, California

Job Description:

As Customer Success Specialist, IT Systems and Networked Software Solutions your main functions include:

• Work with customers to solve imaging science computing process problems with ZEISS software and ZEISS or Customer supplied computing hardware


• Discuss IT related technical requirements and infrastructure and data security questions and concerns with customers and actively support the Sales process for our analysis, and data handling solutions.


• Support the sale and implementation of ZEISS offerings such as Vision4D, VisionHub, Apeer, the Digital Classroom and Predictive Diagnostics, where IT infrastructure, data security and implementation concerns need to be addressed and overcome.


• Contribute to growth strategy in Biotech Pharma and Academia through sales enablement, workflow integration and adaptation, training, customer service and support activities for our networked (local, cloud, hybrid) software offerings.
  


• Collaborate with Sales team in understanding customer needs and in proposing and developing solutions (Rapid Prototyping) to meet these needs.


• Closely collaborate with Application Specialists and Development so we can better support customers and improve our scientific imaging platform.


• Perform primary installation and setup of networked software applications in customer environments


• Maintain and upgrade customer installations and ZEISS demo installations


• Provide consultations and support for technical and functional issues


• Monitor customer and ZEISS demo installations to proactively avoid technical problems and ensure data security standards are met.


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  Extend and customize image processing and analysis workflows beyond ZEISS software by using Python and MATLAB


• Collect customer requirements for new features and provide concise summaries to ZEISS software developers


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  Demonstrate ZEISS software solutions to customers online, in-person, and at conferences


• Provide Sales and Marketing collateral to overcome objections and address concerns by IT stakeholders on the customer side to advance sales motions.


• Align target specifications for custom solutions and integrations and obtain customer agreement. Support such projects to successful completion and implementation.


• Provide fee-based services such as Workflow Development, Customization, Documentation and IQ/OQ process support to our customers.


• Provide training and first/second level product and applications support for our customers via phone, e-mail and remote support.

The required skills here are IT Infrastructure and networks (local, cloud, hybrid), Data Security, Troubleshooting Applications, Software Support, and Software Customization. Interest in Image processing, microscopes, optical systems, and willingness to speak with scientific personnel about projects and understanding how to advance their projects is required. Excellent communication skills and problem-solving skills are essential for this position.

Responsibilities:

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  Onboard and train new customers or those considering our solutions through a trial license. Ensure successful experience to advance the sales process.


• Assist Biotech Pharma and Academia customers to create Image handling/analysis workflows to quantify image data via Zen Blue, ZEN Core, Apeer, Arivis, third party offerings, and leverage predictive service. Enable these activities through direct on-site and remote interactions with customers.


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  Collaborate with PASS and other ZEISS and arivis colleagues in offering end to end imaging pipelines including acquisition, and analysis.


• Assist with integration of customer owned and ZEISS server and storage solutions by remote and on-site if needed.


• Track bugs, provide updates to customers and support escalation process.


• Provide second level product and applications support to customers, field representatives, both sales and service.


• When required and approved by manager, assist with software product training for internal ZEISS colleagues.


• Communicate with development to discuss bugs and feature requests and thus improve ZEISS and arivis products


• Create customized IA scripts, python and/or Matlab programs and provide support for existing applications and products to customers primarily via phone and email, and remote PC connections as well as similar interactions with the sales and service teams to enable customer success.


• Take appropriate steps to bring open support cases to resolution in a timely manner.
  


• Develop training content (group trainings preferred, but 1-on-1 possible. Create premade content to reduce 1-on-1 time. Talks for sales-marketing workshops are also possible.


• May be required to participate in company events such as product launches, conferences, workshops, in-house technical service trainings (as trainer or trainee).


• Perform additional functions as required by the business needs and requested by management.


• Travel mostly in the USA and Canada may be needed up to about 30% of your time

Requirements:

• IT, Data Security, and computer hardware/software Expert with deep knowledge of server-based, cloud-based as well as hybrid systems
  
  
  • Virtualized environments (HyperV, VMware)
  
  
  • Windows and Linux-based hosts
  
  
  • Centralized storage sytems
  
  
  
  


• Python and/or Matlab programming skills are a key enabler.


• Able to work both independently and within a team.


• Proven ability to relate well with IT and Data Security Experts.


• Sales Support and implementation experience is desired.


• Willingness to engage with scientists about research projects and implement these into code and results. Scientific writing and statistical experience are a plus.


• Excellent and personable communication skills via phone and or email are needed.


• Abstract thought and creative troubleshooting while assisting remotely is beneficial.

Your ZEISS Recruiting Team:
Lindsay Walker