Reporting within the JMCRS Business Units, the incumbent provides program-level support for new hardware/software products tailored for digital in vivo projects and services across JAX Mice and Services business units. The incumbent works directly with the business unit and scientific program management to help manage the customer success journey from a post-sale perspective and work directly with clients to successfully implement new hardware/software digital in vivo solutions while identifying new client growth opportunities. The incumbent will provide scientific guidance for the client and will monitor/measure progression and success of the projects that could include digital biomarkers via computer vision, machine learning and AI to profile animal behavior. The incumbent works to streamline stakeholder communications and align deliverables for the clients' outcome. Additionally, they assist product managers by providing voice of customer during a products' development and assist with resources to speed development. As an extension of this role, they will provide critical feedback to inform mid- to long-term strategic planning for the business units and ensure alignment of cross-functional teams to organizational priorities.

The salary range is $84,300 - $141,138. Salary will be determined based on qualifications and experience.

Key Responsibilities and Essential Functions

• Manage the customer success journey. Build relationships with customers and improve probability of successful product implementation. This includes developing training materials and informational resources for customers and helping customer sites onboard and use the product optimally. Note: This will require travelling to customer sites
• Understand the ever-evolving landscape of drug discovery and development and track digital in vivo engagements within customer sites
• Communicate about network/security needs to customer sites and serve as a liaison with software team to ensure seamless product installation
• Ensure sites have hardware/software necessary for installation and serve as the key point of communication for ongoing customer requests
• Monitor customer studies to ensure studies are running and capturing data appropriately
• Provide ongoing feedback to product development and marketing teams on customer engagement and issues with product
• Work with Salesforce to triage customer support requests
• Serve as primary contact for customers and as a liaison between customer and product and marketing teams and work with respective teams to support resolution of product issues that arise
• Work closely with the product team and alliance manager to ensure that the customer's experience and ultimately the impact of the product is optimized

Minimum Qualifications:

• Advanced degree in relevant discipline (PhD, MS) and a minimum of 5 years in program, product, or customer facing role preferred.
• Experience in mouse-based research and/or biomedical research marketplace preferred as well as customer facing experience
• Demonstrated ability to lead cross-functional project teams in a complex, matrixed environment, with ownership of timelines, documents, and deliverables
• Demonstrated experience in making important decisions, often under some pressure and tight time deadlines, which carry large financial consequences
• Ability to find innovative ways to resolve problems and ability to prioritize and balance parallel workstreams
• Working with machine learning generative AI as applied to problems in healthcare and biopharma
• Translational or clinical biomarker development supports multiple pipeline programs
• Analytical validation of biomarker assays in preclinical models
• Manages projects with stakeholders in research, biostats, medical, bioinformatics, pharmacology, and safety for effective integration of biomarker strategies in client's program's development plan
• Biopharma or biotechnology in vivo experience
• Quantitative behavioral analysis
• Analyzing large scale data sets
• Outstanding communication track record
• Ability to travel up to 30% , both domestic and international

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About JAX:

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California),Japan andChina. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit.

EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.