• Serve as the primary point of contact for Enterprise and Mid-Market customers throughout the full customer lifecycle. • Build strong customer relationships through proactive communication, strategic guidance, and regular engagement. • Conduct structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future planning. • Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support. • Identify at-risk accounts early through customer signals, usage trends, and engagement patterns, and proactively drive recovery plans. • Partner with customers to resolve escalations, manage detractor situations, and ensure a positive customer experience. • Collaborate closely with Product, Engineering, Support, and Sales teams to address customer needs and drive successful outcomes. • Track customer commitments, open action items, and internal follow-ups through to completion. • Contribute to the development of customer success playbooks, processes, and AI-supported workflows as the team continues to scale.

• Manage the onboarding process for key customers, providing them with the necessary technical guidance and documentation. Serve as the primary point of contact for all technical-related queries, ensuring timely and effective resolutions. • Keep a close eye on usage patterns and operational activities of key accounts. Use this data to optimize service delivery and preemptively address any potential issues. • Act as the guarantor for the integration and roll-out of new features and services. Provide the necessary technical guidance and documentation to both internal teams and clients. • Oversee Technical Support activities and serve as the point of escalation for client service matters. Lead crisis units during major incidents, coordinating between the customer and various technical teams for effective resolution. • Establish and review technical KPIs related to platform performance, such as SLAs and service monitoring. Generate regular reports for internal stakeholders and clients to ensure contract compliance. • Provide technical support to pre-sales activities, working closely with the sales team to identify client needs and tailor solutions accordingly. • Actively participate in the improvement of internal processes and best practices, particularly in the management of incidents, problems, and changes. • Work closely with cross-functional teams like Business Development, Marketing, Product, and Research & Development to align technical solutions with business objectives. • Focus on retaining and growing revenue from existing Ledger Vault customers by ensuring high levels of customer satisfaction and engagement. • Given the global nature of the role, coordinate effectively with Ledger teams based in Europe, Asia, and the U.S. to ensure a unified approach to client service. • Be prepared for business travel, constituting approximately 20% of your time, to meet with clients and attend relevant events or training.

Title: Technical Sales Representative Location: Minnesota, North Dakota, and South Dakota, United States Job Family FS - Field Sales Location US-MN Pay Range Minimum USD $72,000.00 Pay Range Maximum USD $120,000.00 Job Description: Overview Waters Corporation (TA Instrument Division) is looking to hire an enthusiastic Technical Sales Representative to direct sales of our world-class analytical instruments.This person will be based of out Minnesota and will be required to travel across their assigned region which includes the following states: Minnesota, North Dakota, and South Dakota. Responsibilities - Direct the sales of TA Instruments thermal analysis, rheology, microcalorimetry, and thermophysical systems to R&D labs, QC labs, government and academic laboratories within assigned territory. - Visit customer sites on a regular basis to give sales presentations, perform instrument demonstrations and training. - Strive to pursue new business prospects and penetrate differenciating accounts. - Communicate via email, social media, and phone with potential new customers and forward appropriate information to corresponding territory sales representative for follow-up. - Work closely with TA Sales Representatives, Inside Sales team, and Regional Applications staff to discuss leads and research strategies on a weekly basis. - Maintain an up to date customer/contact database to support the distribution of marketing materials. - Attend product related technical shows and other marketing related activities and represent company products and services. - Submit accurate and timely monthly sales forecasts. Qualifications Education: - Bachelors degree in Chemistry, Materials Science, Chemical Engineering or other technical field. Experience: - 2+ years experience in capital equipment sales; prior thermal, rheology, microcalorimetry, or thermophysical properties experience highly desirable - Must have a strong work ethic, positive attitude, and be ultra-responsive to internal and external customers. - Excellent written and verbal communication skills, specifically including an effective telephone presence and professional email correspondence. - Establish and maintain effective working relationships with a diverse customer base. - Ability to prioritize activities that achieve sales goals, good time and territory management skills. Travel: - Must possess a valid driver’s license in good standing. - Must be able to travel both by ground and air carrier. - Must be willing to travel 60%+ of the time. Skills: - Action oriented and eager to achieve results - Sound communication and presentation skills - Highly organized / well-prepared / time management skills - Strong interpersonal skills and a good listener - Matured disposition, positive attitude and strong sense of commitment - Adaptive to a dynamic and ever-changing environment - Strong technical background in analytical technologies Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time. Key Words #LI-Remote #sales # thermal #rheology #material science # field, customer # laboratories # communication Apply for this job online Refer this job to a friend Share on your newsfeed

• Serve as the primary, day-to-day technical point of contact for a defined set of our largest and most strategic accounts, owning issues from first contact through resolution. • Develop deep familiarity with each account's environment, including how Telestream products are deployed, configured, and integrated within their operational workflows. • Proactively monitor account health and product performance, surfacing potential issues early and recommending preventive actions before customers feel impact. • Respond with urgency to critical issues at named accounts, providing immediate diagnostic support and engaging the right internal resources without delay, including after hours when the situation requires it. • Educate customers on product features, best practices, and configuration optimization so they get full value from their Telestream deployment. • Conduct quarterly business reviews and coordinate recurring touchpoints with customer and internal stakeholders to review issues, plan ahead, and stay aligned on upcoming projects. • Navigate across Telestream to rally the right resources, partnering with Engineering on bug fixes and product enhancements, Professional Services on deployment work, Product Management on roadmap and feature feedback, and Sales when customer needs carry commercial implications. • Serve as the single internal point of coordination for everything technical related to your accounts, ensuring every team engaging with the customer has the context they need to deliver. • Maintain accurate, detailed records in Salesforce for all customer interactions, open issues, escalation status, and resolutions, and document software and hardware defects in Jira with the detail Engineering needs to act. • Track key account metrics, including open case volume, resolution times, escalation frequency, and recurring issue patterns, and use this data to inform proactive support actions and internal reporting. • Stay current on Telestream's full product portfolio across Workflow, Measurement, and Professional, and keep pace with evolving industry standards, media workflows, and broadcast infrastructure developments. • Participate in an on-call rotation as needed to support live products and our global customer base.