Director of Technical Support - Ansa Biotechnologies

About Us: 

Ansa Biotechnologies, Inc. (Ansa) is a cutting-edge provider of gene synthesis services specializing in custom DNA synthesis solutions for the life sciences, biotechnology, and pharmaceutical industries. We are dedicated to advancing scientific research and innovation by delivering high-quality genetic materials to researchers and organizations worldwide. Ansa provides a dynamic environment, a forward-thinking culture and the opportunity to grow with the company. As we continue expanding, we seek a highly motivated and results-driven Director of Technical Support to join our fantastic team. 

Position Overview: 

As the Director of Technical Support, you play a critical role in creating and executing presales and post-sales customer support, internal training, and technical content for marketing collateral. You will be responsible for driving the highest level of customer success and satisfaction and creating SOPs and KPIs to support all of the above. This position is a hybrid role. Must be Bay Area based and in-office 2-3 days per week.

Key Job Responsibilities

• Develop and implement a comprehensive technical support strategy, including SOPs, metrics, tools and reporting.
• Design and build the support organization to ensure the satisfaction of external and internal stakeholders with a focus on account retention and revenue growth
• Collaborate with R&D and Manufacturing teams to ensure seamless integration of support processes.
• Continuously monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
• Ensure that Ansa's support offerings are competitive and innovative by staying current with industry trends and advancements 
• Work closely with cross-functional teams to ensure customer feedback is incorporated into product development and improvement.
• Communicate technical information clearly and effectively to both technical and non-technical stakeholders.

• Contribute to the creation of technical assets such as application notes, white papers, case studies, FAQs, manuals, and educational resources.
• Gather customer feedback around user experience, challenges, and needs
• Deliver pre - sales presentations and provide technical insights to support the sales process
• Contribute to commercial training in alignment with product management
• Participate in webinars, conferences, and other events as SME
• Update CRM systems with technical interactions and customer issues.
• Maximize service level and ensure proper onboarding of customers.

Requirements

• Minimum 10 years of customer facing experience in sales or support
• Minimum 5 years of pre and post sales support management experience
• Exceptional communication and interpersonal skills
• Strong understanding of DNA synthesis technologies and applications
• Deep applied knowledge of genome editing technologies
• Demonstrated ability to develop customer facing and internal training technical content
• Demonstrated ability to present technical content
• Experience with early commercial - startup work environment
• Experience with SalesForce.Com and other commercial tools/applications
• Ability to travel - minimum 20% - conferences, meetings, etc.

Education

• PhD in molecular biology or equivalent along with a combination of education, training, and experience that provides the individual with the required knowledge, skills, and abilities to successfully perform the job
• 10-12+ years of commercial life science, gene editing or omics support experience required at minimum
• Highly prefer 7+ years of experience in the gene editing, synthetic biology, gene synthesis field

Salary Range - $200k-$245k