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Job details:
Hi,
Greetings from Catalyst24 Solutions!!
We are hiring for one of our reputed MNC for a full-time role in India. This role is hybrid based.
About the company:
They are a global leader in functional precision medicine. Their elive™ platform is a breakthrough live-tissue technology designed to measure therapeutic responses to oncology treatments.
Cancer is a leading cause of death worldwide, with the number of patients projected to triple by 2060. Despite the significant increase in available immunotherapies and targeted therapies, only a fraction of patients respond to these treatments, while many potential responders remain ineligible for therapy due to a lack of accurate predictive biomarkers.
With a mission to address this growing challenge, they have developed an ex vivo platform that assesses how live tumor tissue responds to oncology therapies. By preserving the native tumor microenvironment from a live core needle biopsy and using an innovative method to address tumor heterogeneity, their elive™ platform provides functional insights to support treatment decisions.
Essential Duties and Responsibilities
- Provide in-country support in India for diagnostic platforms, devices, and products, including training and troubleshooting across multiple sites.
- Deliver hands-on, on-site customer training and assistance with standard operating procedures (SOPs), protocols, and devices.
- Build and maintain positive customer relationships while ensuring an outstanding customer experience.
- Troubleshoot and resolve customer and partner inquiries.
- Collaborate with internal teams to develop service and support plans for new products entering new markets and territories.
- Represent the organization at relevant commercial events, including trade shows and conferences, as required in the future.
- Maintain strong working relationships with colleagues across the organization.
- Collaborate with business development, sales, marketing, and product management teams to develop customer-facing product and support materials.
Account Management Duties
- Serve as the primary day-to-day contact for assigned partner accounts across India, ensuring timely and responsive communication and maintaining strong partnerships.
- Maintain regular communication with each account through scheduled check-ins, site visits, and follow-ups to monitor satisfaction, platform utilization, and emerging needs.
- Track and document account activities, outstanding issues, escalations, and key milestones using CRM tools, ensuring the US-based Partnerships team has clear visibility into account status.
- Monitor platform utilization and testing volumes at each partner site, proactively identifying and addressing declines in usage or adoption gaps.
- Support the onboarding of new laboratory partners and staff at existing partner sites, ensuring consistent training and compliance with established standards as personnel change.
- Promptly escalate risks, complaints, and unresolved issues to the appropriate internal teams and follow through until resolution.
- Participate in internal account review meetings, providing account updates, observations, and recommendations to support broader commercial planning.
Operational Setup and Support
- Support the operational launch of their platform in India, including site readiness, equipment installation, and workflow setup at partner laboratories.
- Coordinate inbound and outbound shipments of samples, reagents, and devices, working with couriers, freight forwarders, and customs brokers to resolve delays and ensure all handling requirements are met.
- Serve as the primary on-the-ground contact for India operations, proactively identifying and resolving logistical, supply, and site-level issues that could impact testing timelines.
- Collaborate with US-based operations, quality, and regulatory teams to support import documentation, compliance requirements, and the adaptation of processes to local needs.
- Document operational processes, track issues, and recommend improvements to support the organization’s growing presence across India.
- Take on additional responsibilities as needed to ensure smooth and efficient in-country operations.
Education, Experience, and Skills
- Master’s degree (MS) in Life Sciences or a related field.
- Experience working in a life sciences research laboratory, with a strong preference for experience in oncology and/or immunology.
- Demonstrated understanding of cancer biology, immunology, molecular biology, and cellular biology fundamentals.
- Experience operating laboratory equipment; Luminex experience is preferred but not required.
- Proven ability to perform effectively in a dynamic, demanding customer service or field support environment while maintaining composure and delivering an outstanding customer experience.
- Strong interpersonal and customer-facing skills, typically developed through customer service, sales, or business development roles, combined with a scientific background.
- Ability to clearly communicate platform performance feedback and the voice of the customer (VOC) to the US-based team.
- Self-motivated, proactive, and capable of working independently while taking initiative.
- Strong analytical, critical-thinking, and problem-solving skills.
- Excellent attention to detail and strong organizational skills.
- Excellent verbal and written communication skills.
- Strong time-management skills, with the ability to manage multiple initiatives and adapt to changing priorities.
- Willingness and ability to travel domestically and internationally at short notice to support strategic accounts.
- Willingness to travel up to approximately 50% of the time.
Equal Opportunity Statement
We are committed to diversity and inclusivity in our hiring practices. Interested candidates for the above position kindly share your CVs on tarasha@catalyst24solutions.com.
Thank you.
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