BACKGROUND:
Rosetta Biosoftware develops informatics solutions and provides services that enable research organizations to efficiently and effectively conduct life-saving discoveries and develop drugs. Our mission is to be the premier provider of scalable software solutions to empower research that improves the quality of human life. We provide value to discovery and development efforts by offering customizable informatics solutions and services that are adaptable to our client's needs. We are a customer-driven organization with the scientific expertise to effectively complement our client's internal informatics groups or serve as an informatics resource.

Currently we have an opening for a Technical Account Manager (TAM) in Seattle, WA. Under minimal supervision, this position will serve as a single point of technical contact for an assigned group of customers. Areas of responsibility include Rosetta Resolver and Rosetta Elucidator system support and problem resolution, user education on basic system functions and assistance with non-technical issues that are encountered in relation to the Resolver or Elucidator systems.

RESPONSIBILITIES:
• Act as primary driver for customer satisfaction once sale is made and system is installed. Take all reasonable steps to ensure customers are taken care of, which includes utilizing resources from Customer Support, Development, Training, Professional Services, Application Scientists, or other departments, finding novel ways to help the customers when necessary and removing roadblocks that stand between customers and their satisfaction with the Rosetta Resolver and Rosetta Elucidator systems.
• Primary responsibility is to ensure that Resolver and Elucidator users are satisfied with their systems and their interactions with Rosetta Biosoftware. Provide technical and user support to a list of assigned Resolver and Elucidator system customers and to assist customers in understanding the scientific and statistical aspects of the systems.
• Ensure that customers' requests are responded to within the published response timeframes, seeking assistance from the appropriate parties to ensure that customers are confident in Rosetta Biosoftware's ability to resolve their issues.
• Act fiscally responsible in efforts to support customers and strike reasonable balance between customer satisfaction and fiscal responsibility.
• Properly escalate all product issues through established protocols and follow up on such issues as they are resolved.
• Help customers utilize their Rosetta Biosoftware products in optimal ways and suggest new opportunities for customers to recognize additional functionality from their systems, either by taking advantage of under-used features or by extending the system through Rosetta Biosoftware Professional Services.
• Act as customer advocate working closely with other members of Customer Support, Quality Assurance, Professional Services, UNIX System Administration, Product Development, Applied Research, Sales, and/or Technical Publications to ensure overall customer satisfaction. Manage regular communications and visits with customer to monitor satisfaction with system and act as a single point of contact for any Resolver issues that may arise. The TAM is responsible for overall quality of on-going relationship.
• Perform other tasks and activities as required by supervisor and will perform all job functions with a positive, professional attitude.

REQUIREMENTS:
Knowledge
• Understanding of proteomics, molecular biology, genomics, and gene expression analysis.
• For full competency in the job, must demonstrate advanced knowledge of the Rosetta Resolver system and the Rosetta Elucidator system.
• Programming experience in Matlab, Java, Perl, or R.
• Familiarity with Microsoft Windows, and Sun Solaris or Linux.
• Familiarity with Oracle and SQL.
• Knowledge of Microsoft applications such as Office, Outlook, and Project.

Skills/Abilities
• Demonstrated ability to work effectively under pressure, handling multiple priorities simultaneously.
• Demonstrated ability to maintain poised under stress and to respond quickly, logically, and patiently to questions or requests.
• Demonstrated ability to prioritize the urgency of projects.
• Demonstrated ability to work independently in a team environment.
• Proven ability to communicate effectively, both verbally and in writing.
• Demonstrated customer service orientation with comprehension of how to solve problems and provide reassurance.
• Demonstrated ability to perform tasks confidently and assertively.
• Demonstrated ability to maintain professionalism in stressful situations.
• Proven ability to assist others to prioritize, schedule, and monitor their work.
• Physical ability to perform all of the essential functions of the job.

Education and Experience
• Master's degree in Bioinformatics, Biology, or other related area – Ph.D. preferred.
• Minimum of two years of directly related work experience.
• At least one year of hands-on systems implementation experience and thorough understanding of the project/sale life cycle.
• Experience with client/server technology and databases preferred, but not required.

TERMS:
Regular, full-time position

LOCALE:
Seattle, WA

COMPENSATION:
Open

HOW TO APPLY:
For more information about our company and this position, please visit our website at http://www.rosettabio.com. To apply for this position send resumes to hr[at]rosettabio.com.

DEADLINE:
Until filled