Bruker Corporation Implementation Specialist - Enterprise SaaS in Southborough, Massachusetts
As one of the world’s leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We’ve been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 6,500 employees are working on this permanent challenge, at over 70 locations on all continents.
New opportunity for an Implementation Analyst to lead end-to-end Enterprise SaaS software implementation projects for Bruker BioSpin Arxspan’s emerging small business clients and support software implementation projects for mid-size and enterprise clients. The client list includes businesses in the pharmaceutical and biotech life science, fine chemical, or food and fragrance industries. As an integral role in the Arxspan Services Team, the Implementation Analyst reports directly to the Director of Global Services with some cross-functional collaboration with the Technical Support, Software Development, Sales, and the Product Management Teams. This position is based in Southborough MA and requires travel as needed to client locations (remote until office re-opens).
Software Deployment Analysis, Services Delivery, and Client Project Support:
Lead the software implementation process for small business clients as a project manager and perform a vital role during the implementation process for medium and enterprise clients as a member of a larger deployment team
Take the client’s goals and present an implementation proposal and/or a statement of work as a series of attainable and measurable project goals
Understand and analyze the client’s requirements to determine Arxspan software solutioning
Manage the requirements-gathering process for the software configuration, document all requirements, and configure the software and/or iterate with the client as needed
Prepare standard and/or custom training via web meetings and/or classroom methods to end-users and administrators
Guide clients through larger software implementation projects (especially with custom development) by leading User Acceptance Tests in an efficient and effective way to ensure client goals are met and valuable feedback is received and documented
Supervise change management as implementation projects change hands from sales to implementation to long-term support and customer success
Consistently provide timely status updates to internal project team members and executive management
Track project tasks and deliverables in Arxspan’s internal project management system
Continue communication with client post-implementation to ensure adoption, satisfaction, ROI, and assistance with technical issue resolution
Advise client and liaise with internal personnel in the resolution of technical or complicated issues associated with the implementation.
Technical Support and Issue Resolution:
Cross-train on technical support and join the mailing list for support requests with training on how to access and manage tickets in the internal Arxspan ticketing system:
Maintain visibility into customer support requests and provide expertise on projects and customers you are familiar with
Ensure issue resolution for assigned projects to help make them a success
Occasionally fill in for technical support as a primary responder when needs require during US support hours (8am – 8pm ET).
Pre-sales Configuration and Demo Preparation
Assist salespeople as needed to help provide subject matter expertise on the Arxspan suite of products, and such responsibilities include:
Attend demo preparation meetings to review prospective client needs and offer best practices and suggestions to the sales team
Assist in the configuration of software demo systems and pilot systems
Provide training and issue resolution to prospective users during pilots
Participate in sales demonstrations for prospective clients as a system subject matter expert
Stay involved in the sales process to help ensure a smooth transition between sales and services after a deal is closed and the software deployment process begins.
Perform other duties as required.
Bachelor’s Degree or higher level in Chemistry, Biology, or a physical science. Computer science a plus
Minimum 6 years SaaS work experience with 3+ recent years involving on-site software or systems field service and support
Demonstrated knowledge of software set-up requirements
Proven ability to deliver technical support for customer software needs and convert into configured solutions
Excellent verbal, written, computer, interpersonal, analytical, and technical communication and presentation skills including English language fluency, advanced MS Excel and Office proficiency, and proven working knowledge of client software systems
Demonstrated public speaking experience with ability to lead software demos and training sessions
Ability to maintain valid passport with flexibility for international travel.
Valid Driver License in good standing, issued by resident state or governing location.
May be required to pass a security clearance investigation.
Bruker Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable).
Bruker is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.
External Company URL: https://www.bruker.com/
Street: 5A Crystal Pond Rd