Technical Customer Success Manager, Bitfount

• At Bitfount, we seek individuals who are driven by impact, thrive on collaboration, and challenge complexity to deliver results
• Have a collaborative mindset, a positive attitude and an interest in making sure artificial intelligence and data are used to make the world a better place
• Are energised by interacting and building relationships with a wide variety of people, senior and junior, technical and non-technical alike
• Are highly organised and comfortable managing multiple workstreams
• Have experience working in a fast-paced environment with tight deadlines
• Have excellent written and verbal communication skills
• Are comfortable working across a variety of tools, formats and channels

Desirable

• We’re looking for a US-based (East Coast/Central) Technical Customer Success Manager to join our team and take responsibility for the smooth adoption of the Bitfount platform by all our users as they participate in our federated collaboration network
• The success of Bitfount’s federated platform relies on all participating organisations (project owners, data custodians and algorithm- and AI model developers) being able to get up and running quickly
• This includes installing the appropriate software, connecting datasets, creating projects and algorithms, running tasks, obtaining the appropriate compliance approvals, and more
• We take these user journeys extremely seriously and want to hold ourselves to the highest standards of customer success
• In healthcare alone, you will work directly with organisations ranging from multinational corporations and pharmaceutical companies to public-sector hospitals, to private clinics, to AI biomarker developers
• Your primary metrics will be the time required for a user to reach their first aha moment using Bitfount and how pain-free and delightful we as a team have managed to make the process for them.
• In this role you have the opportunity to deeply shape Bitfount’s customer success function
• It is a unique opportunity to both affect the company’s long-term Customer Success strategy and culture, as well as to turbo-charge your full-stack customer-facing skills in a fast-growing company at the intersection of some of today’s most exciting industries (AI, Clinical Trials, SaaS, Privacy)
• You'll be building out and maintaining relationships with our growing global clinical site network
• Helping sites successfully install the Bitfount Desktop app and supporting Python SDK users with model onboarding efforts
• Liaising with sites (clinicians and research teams) deploying Bitfount to gather their requirements and constraints (time, governance/legal, staff, hardware, project types, data formats and storage, etc), translating these into clear actionable plans, and following through with relevant stakeholders to implement them
• Supporting customers with project setup, ongoing management and rollout of Bitfount across their participating sites
• Owning the end-to-end customer support process from issue management, triaging and resolution
• Acting as a bridge between users and the product and engineering teams to collect product feedback and suggestions for improvement
• Working with the product, engineering and regulatory teams to improve and tailor our Quality Assurance processes to the most relevant real-world scenarios, and actively participating in the QA process
• Working with the Bitfount marketing team to identify opportunities to educate users, including contributing to product documentation, tutorials and guides
• Working with the Bitfount sales team to ensure a smooth handover from Sales to Services and uncover new opportunities from existing customers
• Tech stack we use: Hubspot, JIRA, Github, ClickUp, Notion, Slack

• Resume review: we review your resume to see if we might be a good fit
• Getting to know you: 30 min chat with our Talent Partner to talk about your experience and to answer questions about the role
• Take-home task: a brief task for you to complete independently and for us to discuss during the leadership interview
• Leadership interview: 90 minute chat with our Co-founder/CPO and Head of Business Development about your prior accomplishments, professional challenges you’ve faced, and your general approach to the role
• Offer 🎉