Job Detail

Description

Would you like to lead a world class Customer Support Team for a global technology platform that has a direct impact on the lives of cancer and rare disease patients worldwide? Join our growing team and use your exceptional technical and leadership skills to help us deliver on our mission of democratizing Data-Driven Medicine. Our products are used by over a thousand healthcare institutions globally and provide world leading capabilities for the analysis of genomic, clinical, and imaging data.

The Customer Support Manager is part of the Services team in Lausanne, Switzerland.

As a Customer Support Manager, you will be responsible for:

• Ensuring that you and your team provide excellent global customer support and customer account management services with a high level of customer satisfaction.


• Growing and developing your team, including their knowledge of SOPHiA products, general technical skills, as well as customer incident management and customer engagement skills.


• Understanding and analysing our customer business needs, defining and executing a solid engagement plan, and maintaining great relationships that lead to account growth and longevity.


• Collaborating with customers and internal stakeholders to scope work, identify appropriate resources, track and report on progress.


• Creating policies and procedures.


• Developing, analysing, and optimising key metrics for your team.