Customer Success Manager – EMEA (Digital Lab Solutions)

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek, so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com. 

Every day, Agilent Customer Success Managers empower scientists by helping them master the digital tools they need to change the world. In this role, you aren't just "support"—you are a trusted advisor. You ensure that our software becomes an essential part of our customers' daily discoveries, helping them get the best possible results from their Agilent investment.

Your main responsibilities will be: 

• Guide the Journey: Act as the primary guide for customers across EMEA, helping them set up, understand, and fully adopt our digital software solutions whether they are LIMS for NGS, Biobanks, Operational software in core facilities or our Laboratory Informatics software that combines productivity, usability, and data integrity for fast reliable results.
• Build Lasting Bonds: Create strong, positive relationships with clients to ensure they remain loyal and satisfied Agilent partners.
• Unlock Insights: Identify what a customer needs to achieve and provide the specific training and dashboard setups that help them find those answers.
• Proactive Problem Solving: Anticipate potential issues before they arise. You’ll be the bridge between the customer and our internal teams to ensure a "cheerful" and smooth experience.
• Lead Virtual Workshops: Host engaging online training sessions and business reviews to keep customers up to date on new features and tools.
• Shape the Product: Gather real-world feedback from your clients and share it with our product teams to help us build even better software for the future.
• Monitor Progress: Use data and "health checks" to track how well customers are using the software and step in to help when they need an extra boost.

For this role, you will be working remotely, supporting a diverse customer base across Europe, the Middle East, and Africa.
 

We are looking for an individual with the following background:

• Education: A University degree (Bachelors or Masters) in a scientific or technical field.
• Software Savvy: At least 2 years of experience working with SaaS (cloud-based) software.
• Lab Familiarity: Experience working in a scientific laboratory or a similar technical environment is a huge plus—it helps you speak our customers' language!
• Communication: Exceptional written and verbal skills. You should be comfortable leading presentations and navigating complex conversations.
• Languages: Professional fluency in English is a must. Proficiency in Spanish, French, Italian, or German is highly desired.
• Technical Basics: Comfortable with Excel and ready to learn new project management tools like Smartsheet.

On a personal level, you are proactive, outgoing and customer oriented. You enjoy working both autonomously and as part of a team, to solve various types of problems. You have great communications and interpersonal skills to interact with many internal and external partners.

What we offer:

• Permanent Contract with a global industry leader.
• A Supportive Culture: We pride ourselves on an outstanding company environment.
• Career Growth: We provide the training and development you need to become an expert in the SaaS space.
• Comprehensive Benefits: Company pension scheme, yearly bonus, private healthcare, stock purchase plan, and life insurance.

We will make sure you get all the training and development opportunities you need to become the best in your field!