Client Solutions Engineer
Location: Hybrid/Remote: The successful candidate can work on a Hybrid/Remote basis, reporting into one of our offices located in Pennsylvania or North Carolina.
Status: Permanent
Package: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation + Plus Public Holidays + Buy and Sell Scheme.
The Client Solutions Engineer is involved in the implementation of Instem software in a wide variety of different industries and organisations ranging from small businesses to global pharmaceutical companies.
The Client Solutions Engineer uses their analytical capabilities to take clients from requirement gathering and works closely in partnership with our clients, to configure solutions to enable them to achieve their goals.
What You'll Be Doing
• Delivery of on-site and off-site consultancy services to customers including software design, project delivery, customer workshops, presentations, data modelling, technical architecture, technical delivery, report writing, training.
• Part of the project team on designated projects and ensuring that Matrix Gemini configuration is executed in accordance with internal operating procedures and implementation methodologies.
• Understanding and documenting customer's functional requirements.
• Implementation and configuration of the Matrix Gemini software. This includes the use of reporting tools to design the customer specific reports. Extending to other products and integrations as needed.
• Maintaining project documentation and records of time spent on all customer related activities
• Provision of training courses and seminars on an as needed basis
• Undertake internal initiatives and activities
• Contribution to business process improvement initiatives
• Attendance at technical seminars and user meetings as required
• Visit to distributor companies for the purposes of training and assistance with technical seminars
• Support for Matrix Gemini LIMS customers via email, phone and site visits where necessary
• Assisting other Instem team members as Subject Mater Expert in Matrix Gemini LIMS configuration.
• Adherence to the Company's Quality Management System to ensure that all work is managed Securely, Professionally and Diligently
• Product Commercialization Strategy: Proven track record developing product narratives, positioning strategies, and pricing frameworks; experience influencing product development and making strategic portfolio decisions based on commercial viability and market fit
• AI Delivery: Proven track record delivering AI-enabled marketing strategies; experience inheriting and maturing an AI model to drive measurable business outcomes
• Life Sciences Expertise: Several years in B2B pharma/biotech, clinical software, or preclinical discovery with deep understanding of scientific workflows, drug development lifecycles, and research operations; ability to engage study directors and domain experts credibly
Global Head Experience: Established experience leading a global marketing organisation at head of function level, with direct reporting responsibility to a CEO or Chief Commercial Officer.
• Commercial Acumen: Metrics-driven mindset with expert understanding of marketing automation, CRM, digital attribution, SaaS unit economics, and pricing strategy.
What We're Looking For
• A good understanding of Relational Databases
• Structured Query Language (SQL)
• SQL Server
• Laboratory experience (would be a benefit)
• Crystal Reporting (training will be given if necessary)
• Good verbal and written communication skills.
• Strong collaboration / cross functional working skills
• Good Customer Facing skills
• Must have ability to travel internationally (maximum of 20% of time)
• Experience working according to a Quality Management System and its application to tasks associated with this role.
• Experience using AI tools to enhance service delivery, data analysis, reporting, or customer outcomes. This includes applying AI to streamline workflows, improve accuracy, or accelerate issue resolution in a professional services environment.
Ready to Make a Difference?
Join a team that values your perspective and supports your growth, while helping shape the future of life sciences. Apply now - we'd love to hear from you, and our Talent team will be in touch.
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