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Overview

We are looking for a technically adept Customer Success Manager to bolster our team and ensure the robust health, dependability, and progressive advancement of our platform ecosystem. You will collaborate with external users of our platform, and our internal team of machine learning scientists, protein engineers, and biologists. This role entails comprehensive ownership across the partner-facing aspects of our platform, driving adoption of new features, optimising performance for partner integrations, and developing roadmaps for internal feature development.

Who You Are

• You have a strong understanding of SaaS platforms and the ability to troubleshoot customer issues.
• You hold a bachelor’s degree or above in CS, engineering, ML or biology OR equivalent industry experience in a technical role.
• You hold excellent written and verbal communication skills to effectively communicate technical and biological concepts to partners.
• You are a natural relationship builder, building and maintaining strong relationships with partners, and to work effectively with cross-functional teams.
• You are strong with analysing data, identifying trends, and developing strategies for improving partner performance, such as triaging feature requests and contributing to internal product roadmaps.
• You have the ability to adapt to changing partner needs and to learn new technologies quickly.

What Sets You Apart

• You have a background in biology and a keen understanding of AI solutions for life sciences and pharma.

Your Responsibilities

• Partner Onboarding and Adoption: Guiding partners through the initial stages of using the technology solution, ensuring they understand how to integrate it effectively and achieve desired outcomes.
• Technical Support and Troubleshooting: Responding to partner inquiries, addressing technical issues, and escalating complex problems to the appropriate internal teams.
• Product Development: Collect user feedback and triage feature requests, working with our internal team to develop roadmaps for future releases.
• Configuration and Optimization: Helping partners configure and optimise their use of our platform to maximise its value.
• Relationship Management: Building and maintaining strong relationships with partners, acting as a trusted advisor and ensuring their needs are met.
• Performance Monitoring and Reporting: Tracking partner adoption rates, identifying areas for improvement, and reporting on key performance indicators (KPIs).
• Driving Business Growth: Working with partners to identify opportunities for growth and expansion, and to increase the overall value of the partnership.
• Training and Documentation: Creating and delivering training materials and documentation to ensure partners are well-equipped to use the technology solution effectively.
• Representation: You represent Latent Labs at key industry events spanning AI, biotechnology, and pharmaceuticals, including conferences and forums. Engage with thought leaders to understand the evolving landscape of AI-driven drug discovery.
• Community and Ecosystem Engagement: Foster connections within the wider AI and biotech ecosystems, building Latent Labs as a respected voice in the field and developing relationships with academic researchers, AI experts, and other leaders in drug discovery.

Apply and Benefits

We offer strongly competitive compensation and benefits packages, including:

• Private health insurance
• Pension/401(K) contributions
• Generous leave policies (including gender neutral parental leave)
• Hybrid working
• Travel opportunities and more

We also offer a stimulating work environment, and the opportunity to shape the future of synthetic biology through the application of breakthrough generative models. We welcome applicants from all backgrounds and are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

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