Support & Customer Success Lead

Job Description: Support & Customer Success Lead

About Us: We are an early-stage startup, pheno.ai, with a novel approach to personalized medicine based on a groundbreaking project from the Weizmann Institute. We own the world's deepest phenotype datasets of healthy and diseased individuals and develop advanced AI algorithms to analyze these. Our products will be used by thousands of researchers and developers globally.

Position Overview: We are seeking a dynamic Support & Customer Success Lead to spearhead our support team. This role is crucial in providing comprehensive support for all Pheno products and solutions, catering to data producers, clinics worldwide, and researchers utilizing our platform. The ideal candidate will possess robust technical skills, particularly with AWS and data management, and have a proven track record in supporting complex solutions for a diverse customer base.

Key Responsibilities:

• Conduct onboarding sessions for new customers to ensure seamless integration.
• Act as the Point of Contact (POC) for customers from onboarding through their ongoing use of the platform.
• Provide day-to-day support to customers, ensuring their needs are met promptly and effectively.
• Oversee and approve the customer data download process.
• Organize and conduct feedback meetings with users to gather insights and improve services.
• Develop and distribute marketing content, including new publications, data releases, and TRE versions.
• Integrate new notebooks and platform tools into the Data Science "cookbook."
• Define and monitor Key Performance Indicators (KPIs) such as usage, activity, issues, open complaints, and downloads.
• Collaborate with DevOps, R&D, and Data Science teams to resolve customer-related issues efficiently.
• Partner with the product team to incorporate customer perspectives and requirements into the product roadmap.

Qualifications:

• Experience: Minimum of 5 years in a support team or customer success role, preferably within a startup or high-growth environment.
• Technical Skills: Extensive experience with AWS and related products, deployment, and cloud solutions.
• Programming: Basic understanding of Python and familiarity with data science tools.
• Communication: Exceptional communication skills, with the ability to interface effectively with research coordinators and data scientists.
• Problem-Solving: Strong problem-solving capabilities with a customer-centric approach.
• Collaboration: Demonstrated ability to work collaboratively with various stakeholders within the organization.

Why Join Us?

• Be part of a groundbreaking project from the Weizmann Institute.
• Work with the world's deepest phenotype datasets.
• Help shape the future of personalized medicine.
• Collaborate with a dynamic, innovative team.
• Enjoy a flexible, supportive work environment.

Please send your resume to [email protected]