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Microbac Laboratories, Inc.
Microbac Laboratories, Inc.
501 – 1,000 Employees
Food & BeverageHealthcareLogistics
Microbac Laboratories, Inc. is a family-owned analytical testing company serving environmental, food, life sciences, and specialty testing needs. Since 1969, its nationwide network of more than 30 laboratories has provided accredited, compliance-focused analysis and consulting for businesses and institutions. Microbac combines scientific rigor with practical, customizable testing solutions that help clients address regulatory obligations, strengthen quality assurance, and support public health.
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Corporate Customer Success Manager

Lead customer experience, loyalty, and profitability initiatives for Microbac Laboratories’ scientific testing clients. Standardize customer success practices and support teams across the laboratory network.

USUnited StatesOn-siteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Build a customer-focused culture across the organization.
  • Develop a broad view of customer needs by collecting feedback from multiple touchpoints.
  • Find and address experience gaps throughout the customer journey.
  • Create customer-led strategies that support revenue growth and business performance.
  • Coach frontline teams to deliver a stronger customer experience.
  • Explain the results of customer experience initiatives to executives and stakeholders.
  • Bring customer feedback and insights into product development.
  • Create training and resources for new and current Customer Experience employees.
  • Apply consistent practices across LIMS, Client Connect, and Salesforce.
  • Resolve persistent customer issues, strengthen loyalty, and improve client profitability.
  • Improve processes and set performance benchmarks for the Customer Success Department.
  • Travel up to 50% to network locations to support the Customer Experience department.

Requirements

  • Bachelor’s degree or equivalent experience in Chemistry, Biology, or a related field.
  • At least five years of relevant industry experience.
  • Previous customer service experience.
  • Experience working in a laboratory or related industry.
  • In-depth technical understanding of the relevant industry or subject area.
  • Strong verbal and written communication skills.
  • Ability to explain technical information clearly.
  • Ability to troubleshoot technical and personnel issues.
  • Strong command of industry concepts and terminology.
  • Working knowledge of regulatory requirements, common practices, and industry trends.
  • Thorough knowledge of laboratory information management and customer relationship management systems, including ELEMENT, LIMS, Client Connect, and Salesforce.
  • General computer skills, including spreadsheet, word processing, and relational database software.
  • Ability to multitask, prioritize, follow up, and attend to detail.
  • Ability to plan, organize, and lead projects effectively.
  • Ability to collaborate with clients and internal teams.
  • Willingness and flexibility to travel to network locations.
  • Ability to occasionally lift and/or move up to 25 pounds.
  • Must pass a pre-employment drug test.
  • Knowledge of testing methods or scientific processes in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical, or related laboratory fields is preferred.
  • Advanced degree preferred.

Benefits

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Disability insurance
  • Paid time off, including vacation and holidays
  • Flextime
  • Wellness program
  • Referral bonus
  • Tuition reimbursement
  • Competitive pay
  • Travel support to network locations

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