Location: Switzerland, based at our headquarters in Tolochenaz
Terms: Full time (100%), CDI (Indefinite-term contract)
Start Date: Immediately
Territory: Global customer base (onsite HQ, at client’s, and remote work)
Experience: 2-5 years
About us
Nanolive delivers breakthrough live cell imaging and analysis solutions that accelerate research in growth industries such as drug discovery and cell therapy. Nanolive’s imaging platforms combine screening, imaging and analysis to radically advance how scientists study living cells and provide novel biological insights such as the mechanisms of cancer and neurodegenerative diseases.
Job description
This is a multi-disciplinary role focused on Customer Experience at the cross-roads of being hands-on with Nanolive technology & products and at the same time managerial responsibilities within the organization. It is pivotal role for a proactive and analytical professional with a strong desire to elevate customer experience spanning over data, insight, customer empathy, and technical engagement with our products. As Customer Experience lead, you will be the internal voice of our users, orchestrating feedback channels, identifying systemic friction points, and driving improvements across the organization, and in particular service and sales. Your work will directly shape how Nanolive listens and responds to customer needs, ensuring our solutions exceed expectations throughout the customer journey. You may visit client sites as required for customer experience and solution support.
Key Responsibilities
Customer Listening & Insights:
- Design and maintain feedback loops, surveys, and Net Promoter Score (NPS) programs to monitor satisfaction at every stage of the customer lifecycle.
- Analyze qualitative and quantitative data to generate actionable insights and KPIs.
- Build regular satisfaction reports and present trends to leadership and relevant departments.
Cross-Functional Collaboration:
- Work closely with Support, Sales, Product, and Marketing teams to escalate and resolve customer concerns.
- Organizational planning and coordination of root cause fixes for recurring issues, ensuring short-term to long-term resolution plans are in place.
- Serve as the liaison between the field and internal operations, ensuring that the customer experience informs planning.
Customer Journey Optimization:
- Map and continuously refine the end-to-end customer journey across touchpoints (onboarding, training, support, renewals).
- Champion user-centric processes that improve consistency and delight across engagements.
- Recommend and monitor corrective actions to ensure customer retention and advocacy.
Tools & Processes:
- Installation, setup, service and update processes.
- Implement best-in-class satisfaction monitoring tools and reporting dashboards.
- Contribute to CRM and ticketing system improvements to ensure efficient tracking of customer sentiments and trends.
- Help build a knowledge base of best practices and playbooks for customer interaction.
Skills and Qualifications
- Bachelor’s or Master’s degree in life sciences, engineering or a related field.
- Proven experience in customer satisfaction, customer success, or customer experience management (2-5 years).
- Familiarity with metrics such as NPS, CSAT, CES, and journey mapping techniques.
- Strong analytical skills and fluency with reporting and dashboard tools (e.g., Excel, Salesforce, etc.).
- Excellent communication and interpersonal skills; fluency in English and French required, other languages are a plus.
- Autonomous, resourceful, and adaptable mindset with a passion for continuous improvement.
- Valid Swiss work permit.
What We Offer
Career Development: At Nanolive, we believe in the continuous growth of our employees. We offer opportunities for professional development, including training, mentorship, and career advancement within the company.
Innovative Environment: You will work with cutting-edge technology and pioneering teams, helping translate revolutionary tools into a world-class customer experience. Your input will shape how we define excellence in a rapidly growing industry.
Company Culture: Nanolive fosters a collaborative and innovative work environment where every team member is encouraged to contribute ideas and take initiative. We are passionate about science, and we value creativity and a can-do attitude. Our values are:
- Courage. Challenge the impossible
- Truth. Seeing is believing
- Teamwork. Better together
- Openness. Flexibility and agility
- Innovation for a better tomorrow
Diversity and Inclusion: We are committed to creating an inclusive workplace where everyone feels valued and respected. We believe that diverse perspectives drive innovation, and we actively seek to build a team that reflects a variety of backgrounds, experiences, and skills.
Interested?