About VoxCell BioInnovation:

VoxCell is a dynamic and rapidly growing start-up based in Victoria, BC, at the forefront of the 3D bioprinting industry. We specialize in the development of bioinks and 3D bioprinted tissue models, providing cutting-edge solutions for the life sciences, drug discovery, and regenerative medicine fields. As an innovator in the field, we are dedicated to pushing the boundaries of bioprinting technology to revolutionize how researchers and companies approach tissue engineering, organ modeling, and personalized medicine.

VoxCell has garnered global recognition as a winner of the 2023 Falling Walls Venture, and is also a proud finalist for the BC Tech Association’s Company of the Year - Growth Award. Additionally, Life Sciences BC has recognized us on their Companies to Watch - Recognition Honour Roll for 2024. Canadian Venture News has also named us among the Top 15 Visionary Medical Startups Shaping the Future of Medicine, further affirming our position as a trailblazing Canadian startup.

As we continue to grow, we are looking for a customer-centric and adaptable Customer Experience Manager to join our team.

At VoxCell, we offer an exciting, fast-paced environment with a focus on collaboration, growth, and innovation. As a start-up, we provide employees with equity options in addition to competitive salaries, giving you a personal stake in our success.

Why Join Us?

• Growth Opportunities: With our rapid expansion, this role offers ample opportunity for career advancement as we continue to scale our operations.

• Collaborative Environment: Work alongside a passionate and dynamic team focused on transforming the future of healthcare through cutting-edge 3D bioprinting technologies.

• 3 weeks vacation

• $70,000 - $80,000 annual salary, with equity options

Position Overview:

The Customer Experience Manager ensures our customers have a seamless experience, from their initial order, through payment and delivery, to becoming long-term partners. In this role you’ll bring empathy and a customer-focused mindset to your interactions, and will respond to any issues quickly, and with honesty and a knack for creative problem solving.  The ideal candidate will bring strong expertise in customer service, experience with HubSpot CRM, and familiarity with the quote-to-cash process for life science consumables. While technical knowledge of 3D bioprinting and bioinks is a bonus, it is not required.

This is a cross-functional role where the Customer Experience Manager will work closely with teams across Sales, Marketing, Manufacturing, and Finance to ensure our customers' needs are met and exceeded, from initial inquiry to post-purchase support.

In this role, you’ll be responsible for…

• Customer Onboarding & Support: Manage the customer journey from initial inquiry to post-purchase support. Ensure smooth onboarding and provide guidance to clients as they integrate our bioinks and tissue models into their workflows.

• Quote-to-Cash Process: Oversee the end-to-end quote-to-cash process, ensuring accuracy and efficiency in creating quotes, order processing, invoicing, and payment collection. Collaborate with the Business Development and Finance teams to ensure a smooth transition from sales to order fulfillment.

• Cross-Functional Collaboration: Work closely with Sales, Marketing, Manufacturing, and Finance teams to ensure customer satisfaction. Facilitate communication across departments to address customer inquiries, resolve issues, and fulfill orders.

• CRM Management: Utilize HubSpot CRM to track customer interactions, manage leads, and monitor customer feedback. Maintain accurate and up-to-date records on customer engagements and use data to identify opportunities for improvement.

• Customer Feedback & Continuous Improvement: Collect and analyze customer feedback to identify areas for improvement in products, services, and processes. Collaborate with product development and operations teams to implement improvements.

• Product Expertise & Technical Support: While not required, having a basic understanding of VoxCell’s bioinks and 3D bioprinted tissue models will help in providing effective customer support. Work closely with the technical team to troubleshoot and resolve customer issues related to product usage.

• Assisting with Technical Resources: When customers need technical assistance or troubleshooting, connect them with relevant resources such as white papers, technical notes, and protocols. If needed, facilitate direct communication with a member of the VoxCell technical team for in-depth support.

We’re looking for…

• Experience: 3+ years in customer experience, account management, or operations roles, ideally within the life sciences, biotechnology, or medical device industries. Experience with life science consumables and the quote-to-cash process is highly desirable.

• CRM Tools: Proficient in using HubSpot CRM or similar CRM tools to track and manage customer interactions, sales pipelines, and customer data.

• Cross-Functional Collaboration: Demonstrated ability to work collaboratively across teams (Sales, Marketing, Manufacturing, and Finance) to drive customer success and ensure alignment on goals and processes.

• Communication Skills: Excellent written and verbal communication skills, with the ability to engage with both technical and non-technical stakeholders.

• Problem-Solving: Proven analytical and problem-solving skills, with the ability to resolve customer issues efficiently and effectively.

• Technical Knowledge: While not required, a basic understanding of 3D bioprinting, tissue engineering, or biotechnology products will be an asset.

• Attention to Detail: A keen eye for detail, ensuring accuracy in quotes, orders, and invoices, and that customers’ needs are met precisely.

• Location: This is an office-based position located in Victoria, BC. Hybrid roles will be considered for qualified candidates, but a preference will be given to candidates based in Victoria.

How to apply…

If you are interested in this position, please send your resume and cover letter outlining your skills and experience to our HR partners at careers@reimaginework.ca. 

VoxCell is an equal opportunity employer. We value diversity and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status. However, at this time, we are unable to support work visas of any kind.