Biopharma Implementation & Support Lead (Hybrid)

Prudentia Sciences; New York (NY); Hybrid; USD 193,000 - 225,000; Full time

Benefits offered by this job

Equity

Hybrid work model

Competitive salary

Job summary

Prudentia Sciences is seeking a Customer Delivery & Support Lead to own implementation and support for biopharma customers. You will translate client workflows into deployment plans, configure the platform, and collaborate with engineering on custom integrations to ensure fast time-to-value.

You will serve as the embedded tech resolution point, triaging and resolving issues end-to-end, while building a comprehensive knowledge base to empower self-service.

Qualifications

• 5+ years in technical implementation, solutions consulting, technical support, or platform configuration within enterprise SaaS or data platforms
• Strong troubleshooting instincts and ability to communicate clearly with customers and engineers
• Ability to translate ambiguous business workflows into a technical build with clear documentation
• Comfortable operating in a fast-paced, high-growth environment with evolving priorities

Responsibilities

• Translate client workflows into implementation plans and configuration blueprints for deployment go-lives
• Lead client workshops and configuration sessions to map workflows and accelerate value
• Build reusable implementation playbooks to speed delivery across the portfolio
• Own real-time trade-offs on scope and sequencing to protect critical paths
• Triage, diagnose and resolve platform issues with a coordinated team and robust knowledge base

Skills

Troubleshooting

Technical communication

Documentation

Customer collaboration

Tools

HubSpot

Zendesk

Job description

Prudentia Sciences is seeking a Customer Delivery & Support Lead to own implementation and support for biopharma customers. You will translate client workflows into deployment plans, configure the platform, and collaborate with engineering on custom integrations to ensure fast time-to-value.

You will serve as the embedded tech resolution point, triaging and resolving issues end-to-end, while building a comprehensive knowledge base to empower self-service.