Role Description The Solution Manager, or otherwise referred to as the Technical Account Manager, provides account management and high-level technical support to customers, serving as the primary technical source for supporting sales/marketing activities. Technical Account Managers take full responsibility of the daily operation of customer service function to strengthen customer relationships and ensure customer satisfaction. The focus of work is in project management, project design, and proactive account management. This position is fully remote, with occasional travel. This role can reside anywhere in the United States. The estimated salary range is $80,000 - $90,000, based on experience level. Key Responsibilities - Provide primary business, technical and product/service advice to customers, including effective solutions to customer’s project inquiries and generating price quotes for project design. - Analyze customers’ needs, resolve troubleshooting and/or complaints with technical issues, and advise them of additional services and product solutions when necessary. - Identify potential areas of concern for customers and make recommendations based on recognizing customers’ current and future needs during continued business relationships. - Maintain close communication with customers and facilitate communication with technical support when necessary. - Collaborate with internal teams/departments to achieve sustainable growth. - Organize and provide training for internal sales and external distributors by delivering presentations and/or demos. Qualifications - The ideal candidate holds a PhD in a relevant life science discipline, such as cell biology, immunology, molecular biology, and peptide therapeutics. - Exceptional verbal and written communication and presentation skills. - Must be customer-centered and proactive/action-oriented. - Excellent analytical skills & problem-solving skills, able to grasp new concepts quickly. - Strong organization skills with great attention to detail. - Enjoy working in a fast-paced and team-oriented environment. Company Description GenScript Biotech Corporation (Stock Code: 1548.HK) is a global biotechnology group. Founded in 2002, GenScript has an established global presence across North America, Europe, the Greater China, and Asia Pacific. GenScript's businesses encompass four major categories based on its leading gene synthesis technology, including operation as a Life Science CRO, enzyme and synthetic biology products, biologics development and manufacturing, and cell therapy. GenScript is committed to striving towards its vision of being the most reliable biotech company in the world to make humans and nature healthier through biotechnology.

• Define and deliver a compelling product vision and roadmap for Anti-Discrimination and Equity products. • Lead a cross-functional group of engineers, data scientists, designers, operations experts, policy leaders, and product partners to drive alignment, execution, and measurable impact. • Manage the product backlog and prioritization process, balancing business value, risk reduction, and user experience. • Establish clear goals, metrics, and success criteria in partnership with Anti-Discrimination and Equity and cross-functional leadership. • Communicate strategy, progress, and insights effectively to stakeholders across all levels, including senior leadership. • Leverage data-driven experimentation and measurement frameworks to continuously improve scaled platform products and decision systems. • Collaborate closely with teams across Tech, Global Operations, Policy, Product, Legal, Reputation, and Shared Services to ensure alignment, manage dependencies, and streamline execution.

• Define and operationalize KPI frameworks for global Fraud & Safety operations (quality, accuracy, SLA, productivity, cost) • Build dashboards and reporting systems to monitor enforcement performance across regions, vendors, and workflows • Lead weekly/monthly business reviews, translating data into actionable insights for Ops, Policy, and leadership • Design and lead experimentation (A/B testing, pilots) to improve enforcement quality, reviewer productivity, and user experience • Identify drivers of errors, escalations, and policy inconsistencies, and translate findings into process improvements • Partner with Ops and Policy to test and refine enforcement strategies (e.g., thresholds, escalation rules) • Partner with global operations and vendor teams to optimize staffing, capacity planning, and queue management • Analyze performance across 3P vendors and internal teams, ensuring SLA adherence and quality standards • Drive forecasting models to balance cost, coverage, and service levels across high-volume workflows • Partner with Product and Engineering to translate operational insights into tooling and workflow improvements • Collaborate with Policy and Legal to ensure enforcement decisions are measurable, auditable, and compliant • Support high-severity incidents and “war room” analytics, providing real-time insights during escalations • Build self-service analytics tools enabling Ops leaders to monitor performance and run scenario analyses independently • Standardize metrics, taxonomies, and reporting across workflows to create a consistent “source of truth” for operations • Drive adoption of data-driven decision-making across global Trust & Safety teams

• Manage 2 different brands and relative networks in assigned region • Propose network changes / areas for improvement based on analysis of current business processes • Evaluate, develop, support, drive, shape and consult several exclusive dealer networks of different CE product groups • Constantly monitor, develop and evaluate the dealer network performance and development • Initiate and manage network restructuring processes when necessary • Be the first response contact for dealer questions in respect to product, sales and marketing • Support dealer and represent brands in customer visits • Collaborate with the back office to establish brand awareness and market reputation • Monitor, drive and develop conform market appearance of all sales-partners • Be the back-office’s ear in the market and monitor/report the development of new trends • Plan, discuss and agree a marketing plan with dealers in the region of responsibility