Customer Success Engineer - Pharma Labs

The Customer Success (CS) team at Bluecrux is committed to ensuring our customers achieve maximum value from their Binocs environment. As a Customer Success Engineer (CSE), you will serve as a trusted advisor to leading pharma and biotech companies, guiding them through adoption, optimization, and long-term strategic collaboration. This role goes beyond the traditional scope of CSE positions by combining consultative depth and hands-on engagement, blending technical expertise with strategic thinking. 

At Bluecrux, our CSEs are not merely coordinators but true problem solvers who dive into the details of each customer’s Binocs setup. You will develop an in-depth understanding of their workflows and value drivers, enabling you to provide tailored solutions and recommendations. This role demands technical proficiency and ownership—you won’t pass technical challenges, such as data flow issues, to another team. Instead, you will take the lead in diagnosing and resolving them, ensuring seamless operations and continued value for the customer. 

Your role as a Binocs expert involves more than troubleshooting; you’ll also act as a strategic consultant, continuously adapting configurations to meet evolving needs, introducing new features, and providing insights that have a measurable impact. By combining deep technical knowledge with a collaborative, consultative approach, you’ll help customers achieve their goals and thrive with Binocs. This position is ideal for someone with a management consulting mindset who enjoys working through complex challenges and building strong, value-driven customer relationships. 

• Ensure Successful Customer Journeys: 

  • Build a deep understanding of the customer’s lab environment, strategy, operations, and the value Binocs brings to their business.

  • Proactively monitor and assess customer’s environment to spot opportunities for improvement in usage. 

  • Provide ongoing guidance to ensure the adoption and impactful usage of Binocs based on the above. 

• Adapt and Optimize Solutions: 

  • Analyze customer problems and configure solutions directly in Binocs (in alignment with the Solutions team). 

  • Make updates to data flows and solution setups in the interface. 

  • Deliver intermediate demos and train customers on those solutions. 

• Build Strategic Partnerships: 

  • Serve as the trusted advisor and SPOC for customer stakeholders, building strong, trust-based relationships. 

  • Conduct regular reviews to assess satisfaction and identify opportunities for improvement. 

• Promote Growth and Value: 

  • Facilitate business reviews, workshops, and regular touchpoints, offering actionable insights to support long-term success with Binocs. 

  • Identify value-adding upsell opportunities aligned with customer needs (both in services and subscription) 

  • Build a customer success plan to enhance maturity in Binocs, based upon your understanding of their workflows.  

  • Introduce and ensure the adoption of new Binocs features in the customer’s context.  

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