Strategic Client Support Associate

Strategic Client Support AssociateLocation: Greater Paris Metro AreaHybrid RoleAbout ZAGENOZAGENO provides the largest online marketplace for life science lab supplies, acting as a comprehensive hub for scientists, lab managers, and procurement leaders. Our platform streamlines the procurement process, enabling users to compare products, identify alternatives, monitor deliveries, and communicate order statuses in real-time. This efficiency accelerates innovation by freeing up valuable time. Through advanced AI, ZAGENO bolsters supply chain resilience and delivers a superior customer experience. Our seamless integration with existing systems boosts productivity, making the online purchase of research materials convenient, efficient, and reliable. We are dedicated to innovation, excellence, and cultivating a supportive and dynamic work environment.About the RoleWe are seeking a Strategic Client Support Associate based in the Greater Paris Metro Area to join our Customer Support Operations team and help shape the core experience for ZAGENO customers. As a Strategic Client Support Associate, you will be the key operational link between ZAGENO and big Pharmaceutical customers with an EU presence, our most strategic clients. Reporting to the Director of Customer Support, you will manage all aspects of the customer relationship — ensuring issues are resolved swiftly, user adoption grows, and satisfaction remains at world-class levels.This is a hybrid role, and you will be working from the customer's Paris office (around 2–3 days per week)—collaborating directly with end users to drive adoption, optimize workflows, and enhance their overall experience on the ZAGENO platform.The ideal candidate thrives on collaboration, is passionate about solving customer challenges, and enjoys building meaningful relationships. If you're mission-driven and eager to make an impact in the life sciences industry, we encourage you to apply.In this role, you will:Serve as the day-to-day liaison for France and other EU users of the ZAGENO platform, ensuring timely, complete resolution of all support requests.Monitor key metrics — Catalog KPIs, Platform uptime, CSAT > 90 %, NPS > 25, — and implement proactive actions to increase platform adoption with 30+% Collaborate cross-functionally with Operations, Product, Engineering, Finance, and Customer Support teams to drive end-to-end issue resolution.Provide hands-on change management support — onboarding, training, and enabling end users to maximize platform benefits.Follow regular client performance and adoption reports using Databricks, Google Sheets, and internal dashboards.Ensure strict adherence to response and resolution SLAs and uphold high communication standards across all client interactions.Represent ZAGENO values and standards within the client environment, fostering a strong partnership built on trust and continuous improvement.About YouNative-level French and professional fluency in English.3–5 years of customer support or client-facing experience in a B2B or SaaS environment.Strong customer-orientation, empathy, and attention to detail.Proven ability to work cross-functionally and manage multiple priorities.Working knowledge of Zendesk, Databricks, Google Workspace, and Slack.Comfortable working hybrid in Paris (CET timezone) — 2 days/week on-site at the client office.Experience in life-sciences, biotech, or pharmaceutical industries.Background in change management, user onboarding, or adoption programs.Familiarity with CRM systems or dashboard/reporting tools beyond the core stack.Our BenefitsCompetitive salary, benefits, flexible PTO, and professional growth opportunities.Working for a mission-driven business with a meaningful challenge making a positive impact on the scientific community.