Open to opportunities

Gabriel Armstrong

@gabrielarmstrong

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Experienced Applications Scientist focused on customer enablement and support.

United States

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What I'm looking for

I seek a role that fosters collaboration, innovation, and growth opportunities in customer solutions.

I am a high-energy Applications Scientist with over 15 years of field leadership in the biotech and health sector. My expertise lies in customer enablement and support, where I have successfully led teams of scientists, engineers, and bioinformatic professionals to enhance customer experiences and drive service revenue generation. My strategic thinking and ability to set a positive culture have been pivotal in achieving world-class support and operational excellence.

Throughout my career, I have developed and implemented scalable processes across various platforms, ensuring real-time management and monitoring of customer interactions. I have a proven track record of establishing new tools and methodologies that enhance efficiency and align diverse roles towards shared goals. My experience includes overseeing global customer solutions, managing critical customer-facing departments, and driving customer care strategies that prioritize satisfaction and operational success.

As I continue to grow in my career, I am passionate about leveraging my skills in B2B technology enablement and cloud-based software solutions to further enhance customer outcomes and drive innovation in the biotech field. I am committed to fostering collaborative environments that empower teams to excel and deliver exceptional service to our clients.

Experience

Work history, roles, and key accomplishments

Current

Director, Global Customer Solutions and Enablement

Current

Bionano Genomics Inc.

Jan 2022 - Present (3 years 5 months)

Set global strategy for achievement of world class support and field service revenue streams. Aligned skilled but diverse roles (Bioinformaticians, Engineers, & Scientists) into a likeminded support focused team with shared goals.

Customer Support Field Engineering Revenue CRM Account Management

Sr. Manager Customer Solutions & Field Service

Agena Inc.

Jan 2018 - Jan 2022 (4 years)

Managed the direct service operations in the Americas, developing and implementing strategies for equipment service needs. Established strategic vision for the support department and implemented tactics to achieve vision goals and objectives.

Customer Solutions Technical Support Customer Service Budget Management Strategic Planning Customer Satisfaction

Head of Customer Solutions

Asuragen Inc.

Jan 2013 - Jan 2017 (4 years)

Set strategy and led three critical customer-facing departments: Scientific Affairs, Technical Field Support, and Customer Service. Achieved corporate revenue goals and accelerated new business acquisition.

Customer Solutions Scientific Affairs Technical Support Customer Service Revenue Goals Product Support Training CRM

Sr Manager, Customer Solutions

SQI Diagnostics Inc.

Jan 2009 - Jan 2013 (4 years)

Developed and managed communications and customer-focused departments in a growing biotechnology company. Coordinated multiple teams in North America and Europe to manage customer expectations.

Customer Solutions Customer Service Technical Support Market Research Sales Support Communications Management Assay Pipeline Success

Applications and Sales Support Coordinator

AutoGenomics Inc.

Jan 2007 - Jan 2009 (2 years)

Developed and coordinated a new Applications and Sales Support role for the company. Outlined the strategy for maximizing customer satisfaction through hands-on support.

Sales Support Customer Satisfaction Coordination KPI Tracking

Technical Service and Customer Care, Manager

Exagen Diagnostics, Inc.

Jan 2004 - Jan 2007 (3 years)

Developed and led a team of Technical Service Representatives who educated pathologists and laboratory personnel in FISH procedures. Built and managed a Customer Service department, including a call center and technical service arm.