Support and Training Lead - data42

Major Accountabilities

• Develop, implement, and oversee the support procedures and policies.
• Lead the support team in addressing customer requests and complaints and ensure prompt and efficient resolution.
• Create, execute, and manage training programs targeted towards employees and customers, including workshops, one-on-one sessions, and online materials.
• Own onboarding training(s) approach/ sessions for new customers, ensuring they understand how to effectively use the platform
• Work closely with the product and tech teams to gain comprehensive product knowledge to create a training curriculum tailored to different learning styles and knowledge levels.
• Monitor and evaluate the effectiveness of training programs and make necessary adjustments for improved outcomes.
• Regularly communicate with customers, understand their concerns, and tailor training to address these issues effectively.
• Ensure the training materials are up to date with the latest product features and industry trends.
• Manage and assess the performance of the support team, providing feedback and training as needed
• Essential individual to upgrade the User Experience of the data42 platform.

Education & Experience:

• Master s degree in a relevant field, such as Education, Business, or IT.
• Proven experience in customer support, technical support, or training roles within the pharmaceutical, life sciences, or healthcare industries.
• Strong understanding of effective teaching methodologies and tools.
• Strong ability to communicate technical concepts clearly to both technical and non-technical audiences, both verbally and in writing.
• Experience creating engaging and effective training materials, from video tutorials to interactive learning experiences.
• Ability to think critically, troubleshoot complex issues, and provide solutions that meet the specific needs of customers in the pharmaceutical field.
• Customer-centric mindset with a passion for helping users achieve success.
• Excellent problem-solving and leadership skills.

Technical / Functional Skills & Knowledge

• Solid understanding of the industry and product.
• Proficiency in relevant software tools and platforms like Palantir

Skills Desired

Algorithms, Computer Programming, Computer Science, Computer Vision, Data Science, People Management, R&D (Research And Development), Solution Design, Waterfall Model