Customer Success Coordinator - Chemistry Software

Job Title: Customer Success Coordinator

Location: Canada (hybrid)

Travel: 5%

About ACD/Labs:

For almost three decades, ACD/Labs has been supporting the scientific R&D community with software built by fellow scientists along with a team of more than 200 dedicated and passionate people, including Ph.D.-level scientists, and specialists in informatics and a wide range of chemical disciplines. Our mission is to empower scientists in their research, accelerate innovation, and help achieve faster results.

Position Overview:

As a Customer Success Coordinator, you will play a key role in ensuring our customers achieve their desired goals through effective use of ACD/Labs software and solutions. You will collaborate with internal teams and customers to coordinate and track Customer Success activities, including:

• Creating and updating training materials such as quick start guides and how-to videos
• Managing customer portals
• Organizing training sessions
• Gathering customer feedback
• Promoting customer success stories and references

Key Responsibilities:

• Develop deep expertise in ACD/Labs software products and solutions.
• Understand and translate diverse scientific and analytical chemistry workflows to effectively communicate the value of ACD/Labs software.
• Deliver training and product awareness through one-on-one discussions, presentations, technical documentation, and instructional videos.
• Collaborate across departments (Customer Success, Technical and Scientific Services, MarCom, Sales/Account Management) to execute and track Customer Success activities.
• Respond to customer inquiries with clarity and professionalism, demonstrating strong presentation and communication skills.

Required Skills & Knowledge:

• M.Sc. or Ph.D. in Chemistry.
• Strong understanding of scientific workflows and modern analytical techniques (e.g., NMR, MS, UV/IR, HPLC, LC, GC).
• Familiarity with web-based applications and scientific informatics terminology.
• Proficiency in Microsoft Windows and Microsoft Office; experience with scientific software, informatics platforms (e.g., ELN, LIMS), databases, and video editing tools is an asset.
• Prior experience with ACD/Labs software or similar platforms is desirable.
• Proactive problem-solver with excellent interpersonal skills.
• Ability to work independently and collaboratively in a team environment.
• Strong attention to detail and commitment to accuracy in training and documentation.
• Excellent written and verbal communication skills in English.
• If you have a passion for software and problem solving, and a desire to work in a dynamic and collaborative environment, we encourage you to submit your resume for this position. We offer a competitive salary, benefits package, and the opportunity to work with a dynamic team of professionals.

Inclusion and Equal Opportunity Employment

At ACD/Labs, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients, and communities.

We also strive to provide accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodation during the recruitment process.

Stay in-the-know about our career opportunities at ACD/Labs by joining our Talent Community.