Customer Solutions Manager


Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/17/2021
  • Website:
  • Company Address: 185 Dartmouth Street, Suite 502, Boston, MA, 02116


SOPHiA GENETICS combines deep expertise in life sciences and medical disciplines with mathematical capabilities in data computing. Our mission is to bring data analytics solutions to market, to support healthcare professionals by maximizing the power of Data-Driven Medicine. We achieve this mission through the global adoption of SOPHiA AI, which is built using techniques such as statistical inference, pattern recognition and machine learning. This enables SOPHiA to provide equal benefits to all users, unite experts in a gold standard health tech platform, and motivate expert knowledge sharing for a sustainable impact on future patients.

Job Description

As a Customer Solutions Manager, you will be responsible to develop and manage a service enhancement offering that complements the current solutions and manage a team to deliver the needs of our global client base.

You will be responsible for ensuring on-time, high-quality deliverables, Pre-Sales support and Customer On-boarding, as well as high levels of Customer satisfaction.

You will collaborate with customers and internal stakeholders to scope work, identify appropriate resources, track and report on progress and develop schedules to speed customer adoption.

    Manage the estimation of work and assignment of resources to ensure smooth and effective Pre-Sales support and Onboarding of customers.
    Manage custom projects including project scope, timelines, budgets and deliverable schedules.
    Ensure on time, within budget delivery of high-quality engagements that exceed customer expectation
    Serve as a point of escalation during and after client custom implementations
    Acquire quantitative and qualitative data from customers to help drive continuous improvement in our services delivery methodology and processes
    Collaborate with cross functional team managers to ensure internal and external challenges are addressed
    Oversee Customer Solutions staff, including hiring and training.
    Mentor personnel and ensure constant sharpening of their skills.
    Perform regular 1:1 meeting with team members.
    Provide regular feedback to team members on their performance.
    Perform employee evaluations and development plan.
    Develop, implement, and monitor key metrics.


    Bachelor's degree in Computer Science, IT, or related discipline
    5+ years of experience in a leadership capacity in Enterprise Delivery/Professional Services or Consulting Organizations
    2+ years of Project Management experience in a SaaS organization
    Experience developing and managing teams of professionals in the consulting environment
    ITIL Foundation, ITSM product & process exposure
    Knowledge of cloud architectures such as AWS and Azure.
    Familiarity with authentication schemes
    Advanced understanding of IT/Networking concepts including client and server operating systems, Active Directory, LDAP and network management (TCP/IP, DHCP, DNS, firewalls)
    Strong leadership skills
    Strong communication, presentation, decision making, time management, organizational, and problem-solving skills
    Customer-centric with the ability to drive the successful sales and delivery of Pro Services.
    Operate in a fast-paced, dynamic environment with a focus on generating high-quality results
    Perfect command of English
    Home Office
    Willing to travel


    A flexible, friendly and international working environment with a collaborative atmosphere
    An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
    A fast-growing company with plenty of opportunity for personal growth and development
    A hard technical challenge to solve with exciting modern technology - cloud computing, Big Data, DevOps, machine learning

Location:HOME OFFICE (Massachusetts and the surrounding, 2-3h from Boston)

Start: ASAP

Contract type:permanent full-time

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.