Continuous Improvement Consultant - Pharma Labs

The Customer Success (CS) team at Bluecrux is committed to ensuring our customers achieve maximum value from their Binocs environment. As a Continuous Improvement Consultant, you will serve as a trusted advisor to leading pharma and biotech companies, guiding them through adoption, optimization, and long-term strategic collaboration. This role goes beyond the traditional scope of Continuous Improvement Consultant positions by combining consultative depth and hands-on engagement, blending technical expertise with strategic thinking. 

At Bluecrux, our Customer Success team is not merely coordinators but true problem solvers who dive into the details of each customer’s Binocs setup. You will develop an in-depth understanding of their workflows and value drivers, enabling you to provide tailored solutions and recommendations. This role demands technical proficiency and ownership—you won’t pass technical challenges, such as data flow issues, to another team. Instead, you will take the lead in diagnosing and resolving them, ensuring seamless operations and continued value for the customer. 

Your role as a Binocs expert involves more than troubleshooting; you’ll also act as a strategic consultant, continuously adapting configurations to meet evolving needs, introducing new features, and providing insights that have a measurable impact. By combining deep technical knowledge with a collaborative, consultative approach, you’ll help customers achieve their goals and thrive with Binocs. This position is ideal for someone with a management consulting mindset who enjoys working through complex challenges and building strong, value-driven customer relationships. 

• Ensure Successful Customer Journeys:

  • Take over the customer relationship from the implementation team at the point of go-live.

  • Build a deep understanding of the customer’s lab environment, strategy, operations, and the value Binocs brings to their business.

  • Provide ongoing guidance to ensure the adoption and impactful usage of Binocs.

• Adapt and Optimize Solutions:

  • Adjust software design and configurations to address evolving customer needs.

  • Collaborate with internal teams to enhance customer satisfaction and operational outcomes.

• Build Strategic Partnerships:

  • Serve as the trusted advisor and SPOC for customer stakeholders, building strong, trust-based relationships.

  • Conduct regular reviews to assess customer satisfaction and identify opportunities for improvement.

• Promote Growth and Value:

  • Actively identify value-adding upsell opportunities and align them with customer needs, in terms of CSM services we provide as well as subscription.

  • Introduce new Binocs features and capabilities, ensuring they are effectively utilized in the customer’s context.

• Drive Continuous Engagement:

  • Represent the customer internally, advocating for their feedback and insights.

  • Contribute to the evolution of the Customer Success team’s processes and best practices.

#LI-AM1

You’re a relationship-builder and problem-solver with a knack for turning challenges into opportunities. You thrive in fast-paced environments, leveraging your technical and strategic expertise to deliver exceptional results.

• SaaS Experience:

  • Minimum of 3 years of experience in SaaS roles, including consulting, customer success, implementation, or sales.

• Consulting Strengths:

  • Proven ability to lead structured discussions and understand complex customer requirements.

  • Experience delivering tailored solutions that meet customer needs.

• Communication Skills:

  • Exceptional verbal and written communication skills; you can connect with diverse audiences and build rapport effortlessly.

  • A proven ability to influence and inspire trust across customer organizations.

• Technical and Analytical Acumen:

  • Skilled in analysing and interpreting data to drive actionable insights.

  • Familiarity with laboratory environments, supply chains, or related business processes is a strong plus.

• Entrepreneurial Mindset:

  • Enjoys dynamic, fast-paced environments where responsibilities evolve.

  • Proactive and adaptable, with a drive to innovate and improve.

  • You feel connected with and are ready to represent our company values: dig deep, own it, come together move fast and be kind!

• Educational Background:

  • You hold a Master’s Degree, ideally in the field of business or bioengineering.

• Industry Knowledge:

  • Affinity with the life sciences industry through education or experience.

  • Ability to align customer needs with Binocs’ capabilities.

• Location:

  • You show a willingness to work in a hybrid working model (50% in-office, 50% work from home) in one of our offices in Mechelen or Aalst. You will also have the opportunity to travel both domestically and internationally.

• You’re fluent in English. 

• You feel connected with and are ready to represent our company values: dig deep, own it, come together move fast and be kind! 

• You have a valid driver’s license or will obtain this in the next 6 months. 

At Bluecrux, we transform supply chains into smart, efficient value chains through a blend of expert consulting and cutting-edge technology. We collaborate closely with industry leaders like Johnson & Johnson, GSK, Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more – creating partnerships that drive meaningful impact. With a global presence in Europe, the US and APAC, we're committed to shaping the future of value chains, one success story at a time. 

Binocs is the global #1 SaaS solution for scheduling and planning in Quality laboratories and CGT production. Featuring AI-enabled scheduling, scenario-based capacity planning, demand and operations management, intelligent sample campaigning, and advanced performance management, Binocs offers the end-to-end visibility and control that will bring your operational optimization to the Cutting X. Empower your teams with confidence in their workplans, enhancing productivity and maximizing SLA adherence.