Client Solutions Engineer
Instem
Summary
The Client Solutions Engineer is involved in the implementation of Instem software across a wide variety of industries and organizations, ranging from small businesses to global pharmaceutical companies. The role uses analytical capabilities to take clients from requirement gathering through solution configuration, working closely in partnership with clients to achieve their goals.
Job description
What You'll Be Doing
- Delivery of on-site and off-site consultancy services to customers including software design, project delivery, customer workshops, presentations, data modelling, technical architecture, technical delivery, report writing, and training.
- Part of the project team on designated projects, ensuring Matrix Gemini configuration is executed in accordance with internal operating procedures and implementation methodologies.
- Understanding and documenting customer's functional requirements.
- Implementation and configuration of the Matrix Gemini software, including use of reporting tools to design customer-specific reports, extending to other products and integrations as needed.
- Maintaining project documentation and records of time spent on all customer-related activities.
- Provision of training courses and seminars on an as-needed basis.
- Undertaking internal initiatives and activities.
- Contributing to business process improvement initiatives.
- Attendance at technical seminars and user meetings as required.
- Visiting distributor companies for training and assistance with technical seminars.
- Supporting Matrix Gemini LIMS customers via email, phone, and site visits where necessary.
- Assisting other Instem team members as Subject Matter Expert in Matrix Gemini LIMS configuration.
- Adhering to the Company's Quality Management System to ensure all work is managed securely, professionally, and diligently.
What We're Looking For
- A good understanding of Relational Databases
- Structured Query Language (SQL)
- SQL Server
- Laboratory experience (would be a benefit)
- Crystal Reporting (training will be given if necessary)
- Good verbal and written communication skills
- Strong collaboration / cross-functional working skills
- Good customer-facing skills
- Must have ability to travel internationally (maximum of 20% of time)
- Experience working according to a Quality Management System and its application to tasks associated with this role
- Experience using AI tools to enhance service delivery, data analysis, reporting, or customer outcomes
Requirements
- Good understanding of Relational Databases
- Structured Query Language (SQL)
- SQL Server
- Laboratory experience (benefit)
- Crystal Reporting (training provided if necessary)
- Good verbal and written communication skills
- Strong collaboration / cross-functional working skills
- Good customer-facing skills
- Ability to travel internationally (maximum 20% of time)
- Experience working according to a Quality Management System
- Experience using AI tools to enhance service delivery, data analysis, reporting, or customer outcomes
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Long Term Disability Insurance
- Short-Term Disability Insurance
- 401(k) Matching
- Flexible Spending Account
- Health Savings Account
- 15 Days' Vacation
- Public Holidays
- Buy and Sell Scheme
- Remote/Home Working Allowance
- Flexible Working
Company overview
Instem is a leading provider of SaaS products and services for life sciences research and development, founded in 1969 and headquartered in Boston, Massachusetts with European headquarters in Stone, Staffordshire, UK. The company specializes in delivering comprehensive software solutions that drive discovery, accelerate studies, and advance research across the preclinical landscape. Instem's technology platform encompasses study management systems, in silico data insights, regulatory submission tools, lab execution systems, and clinical trial analytics. Their solutions serve pharmaceutical companies, CROs, CDMOs, academic research institutions, biotechnology firms, and industrial organizations worldwide. With a global presence spanning the United States, United Kingdom, Europe, Asia, and other regions, Instem supports clients in optimizing their R&D workflows, ensuring regulatory compliance, and accelerating the journey from research to regulatory submission. The company's expertise in life science software, data integration, bioinformatics, and regulatory information management makes it a critical partner for organizations focused on bringing safe treatments to patients efficiently and accurately.