Customer Success Consultant (Life Sciences)

About the role

At Bluecrux, we help some of the world's leading pharma and biotech companies transform their laboratory planning with Binocs. As a Continuous Improvement Consultant, you'll take ownership of customer relationships after Binocs platform has been implemented, helping them in adoption of the new planning tool, as well as optimize and continuously improve their use of the platform.

You'll work closely with customers to understand their lab operations, planning processes, and business goals. By combining strong customer engagement with a deep understanding of Binocs, you'll guide customers through change, identify opportunities for improvement, and help them maximize the value they get from their Binocs planning tool.

This is a customer-facing role that combines Customer Success, consulting, and solution optimization. You'll become an expert in how Binocs works—from its configurations and business rules to scheduling logic and reporting—and apply that knowledge to solve customer challenges and support long-term success.

What you'll do

Drive customer success

• Build trusted partnerships with customer stakeholders and become their go-to advisor for Binocs.
• Drive engagement and system adoption to help customers achieve their business objectives.
• Conduct regular business reviews and proactively identify opportunities for continuous improvement.

Optimize customer solutions

• Configure and optimize Binocs to meet evolving customer needs.
• Advise customers on best practices around configurations, planning processes, scheduling logic, and reporting.
• Support customers in adopting new product capabilities and improvements.

Solve customer challenges

• Analyse customer requirements and translate them into practical Binocs solutions.
• Collaborate with customers to resolve functional issues and improve their planning processes.
• Balance day-to-day support with longer-term optimization initiatives.

Collaborate across teams

• Work closely with Product, Implementation, Solutions, and Support teams to deliver a seamless customer experience.
• Share customer insights and feedback to help shape future product enhancements.
• Contribute to internal best practices and the continuous evolution of our Customer Success approach.

Support customer growth

• Identify opportunities to expand the value customers get from Binocs.
• Help customers understand how new features or services can support their evolving needs.
• Contribute to customer retention and long-term partnerships.