Transnetyx is looking to streamline research for scientists by providing a digital colony management system (Colony) and other services. The Software Implementation & Support Specialist will ensure researchers maximize the value of these solutions through onboarding, training, and ongoing support.
Requirements
- Provide technical support and troubleshooting for the Colony/AMI Web & iOS app.
- Proficiency with Microsoft Office; Salesforce, Wrike, and PowerBI preferred.
- Familiarity with SaaS and digital research platforms a plus.
Responsibilities
- Provide technical support and troubleshooting for the Colony/AMI Web & iOS app.
- Respond to support requests via email and ticketing systems, meeting internal response time standards.
- Create and maintain training resources including guides, videos, and knowledge base content.
- Share product feedback and insights with our Product team to help shape future innovations.
- Serve as a primary liaison for customers, ensuring smooth onboarding, adoption, and ongoing support.
- Conduct multiple customer meetings daily for product training, implementation, and consultation.
- Support customers in transitioning from trial to subscription through proactive engagement.
Other
- Flexibility: Fully remote role with occasional travel (up to 10%).
- Bachelor’s degree in a scientific field (AALAS certification a plus).
- Laboratory and/or rodent animal model experience required.
- Background in biomedical research, colony management, or genetic research strongly preferred.
- Prior experience in a customer-facing role (support, training, or implementation) preferred.
- Strong communication skills with ability to simplify technical concepts.
- Excellent organizational skills to balance multiple tasks.
- Service-oriented mindset with problem-solving abilities.
- Comfortable working independently in a remote environment.
