Director, Customer Support and Training

About the Opportunity 

How often are you given the opportunity to build something from the ground up, with an abundance of resources at your disposal; to be part of a team of people accomplished in diverse scientific and engineering disciplines, focused on using the best of what lies at the forefront of technology to address complex, real-world problems that have a positive impact on potentially millions of peoples' lives? This is that kind of opportunity.  

We are seeking a thoughtful leader and team-player with a strong aptitude for Customer Support and Training to join the rapidly growing Lokavant team as Director, Customer Support and Training. The Director, Customer Support and Training will work very closely with our Customer Success teams.  

Key Responsibilities 

• Customer Support 
  • Develop and implement Customer Support policies, procedures, and tools necessary for ensuring a satisfied customer base 
  • Diagnose and resolve basic and complex customer clinical questions or product support problems  
  • Document new issues, FAQs, and resolutions for a robust knowledge base  
  • Identify critical issues that may impact all clients and provide proactive communications  
  • Respond, triage and resolve inbound support requests  
  • Develop and maintain a deep understanding of Lokavant’s product offerings to effectively respond to incoming customer inquiries across multiple channels (Zendesk, email, phone, etc.)  
  • Be each customer’s champion by providing ongoing support and helping them utilize new product features  
  • Share user feedback to Lokavant Product function and help them translate the feedback into features that customers find valuable  
  • Compile and analyze customer support metrics (types of inquiries, SLA response times, time-to-resolution, etc.) and feedback to ensure customers are receiving the timely and effective follow-through they need  
  • Conduct surveys to determine the opinion of customers regarding our Support services 
  • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations  
  • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features  
  • Serve as a passionate leader who is driven by efficiently and effectively resolving client challenges, some of which may be highly technical. 
  • Participate in training and workshops to stay up to date on industry trends and developments 
• Training 
  • Develop and implement Training policies, procedures, and tools necessary for ensuring a well-trained customer base 
  • Create standard training offerings that are repeatable and scalable 
  • Build out processes necessary for custom training offerings 
  • Own the delivery of customer training sessions and related materials 

Minimum Requirements 

• 8+ years of relevant Customer Support experience 
• Experience working in an Agile software development environment  
• Exceptional written and verbal communication skills  
• Strong attention to detail and highly organized, with effective multi-tasking and prioritization skills  
• Proactive, self-motivated, and self-directed, with the ability to learn quickly and autonomously  
• Comfortable with ambiguity  
• Superior problem-solving and troubleshooting skills  
• Ability to work as part of a collaborative cross-functional team in a fast-paced environment  
• Sincere interest in working at a rapidly changing start-up and scaling with the company as we grow  

Preferred (Nice-to-have) Qualifications 

• Experience with Zendesk or similar customer support software  
• Prior startup and/or B2B SaaS technology organization experience 
• Experience in any function of clinical development (clinical operations, data management, biostatistics, system management, information management, medical monitoring, etc.) 
• Knowledge of clinical data standards (e.g. CDISC, FHIR, HL7, etc.) 
• Knowledge of e-clinical systems and technologies (e.g. EDC, CTMS, IRT, TMF, etc.) 
• Experience using data to inform strategic decision-making, and a proven ability to synthesize complex data concepts 
• Demonstrate the flexibility to work among diverse corporate environments, industries and technical and non-technical audiences 
• Demonstrate ability to partner successfully with cross-functional counterparts 
• Experience working in an Agile software development environment  
• Advanced degree preferred 

Salary Range: $120,000 to $140,000 per year