The OpportunityWe're looking for a Customer Delivery & Support Lead to own implementation and support for Prudentia's biopharma customers. You'll turn how a client's team actually works into a live deployment: you're mapping workflows, configuring the platform, collaborating with engineering on custom development and integrations, and making sure every account has fast and reliable product support.
What You'll OwnImplementation & Deployment- Translate ambiguous client workflows into clear implementation plans and configuration blueprints, then execute against them for deployment go-lives
- Support customer workshops and configuration sessions with client teams to map workflows and accelerate time-to-value
- Build reusable configuration patterns and implementation playbooks that speed up delivery across the customer portfolio
- Own real-time trade-offs on scope and sequencing to keep each deployment's critical path unblocked
Technical Support & Resolution- Serve as the embedded technical resolution point across the portfolio: own issues end-to-end as part of one coordinated team with the Customer Success Lead, Scientific team, and Engineering team
- Triage, diagnose, and resolve platform issues through systematic troubleshooting, documenting problems clearly as they come in
- Own ticket resolution end-to-end, maintaining response and resolution times and escalating as needed
- Build and maintain a customer-facing Knowledge Base that makes self-services the fastest path to resolution
Continuous Improvement- Turn recurring technical issues and workflow gaps into structured feedback for Product and Engineering
- Maintain deep platform expertise, including emerging AI and agentic workflow capabilities, to enable clients' sophisticated use cases
- Track implementation and support metrics (time-to-deploy, resolution time, recurring issue rate) to continuously sharpen delivery quality
Who You AreEssential Qualifications- 5+ years in technical implementation, solutions consulting, technical support, or platform configuration within enterprise SaaS or data platforms
- Strong troubleshooting instincts: able to diagnose issues systematically and communicate clearly with both customers and engineers
- Ability to translate ambiguous business workflows into a technical build with clear documentation, protecting delivery timelines when scope or priorities shift
- Comfortable operating in a fast-paced, high-growth environment where priorities evolve quickly
Bonus Points- Experience in pharmaceutical, biopharma, biotech, or another regulated enterprise environment
- Familiarity with AI/ML platforms, workflow automation, or agentic tooling
- Experience building internal documentation, playbooks, or knowledge bases
- Proficiency with customer support or success platforms (HubSpot, Zendesk, or similar)
What We Offer- Impact: Your work directly enables breakthrough therapies to reach patients faster
- Ownership: Build and lead the platform as a foundational engineering leader
- Growth: Shape our product experience during a critical scaling phase
- Compensation: Competitive salary and equity
- Team: Collaborative, mission-driven colleagues passionate about transforming biopharma
LocationWe are strongly prioritizing candidates who can be flexibly hybrid twice per week (Tues/Thurs) from our Boston, NYC, or San Francisco office. If we find truly exceptional talent, we may consider fully remote in Eastern Time Zone in the United States.
