Technical Success Manager

Paige is revolutionizing the way pathologists work by bringing confidence to cancer diagnosis. Our novel AI applications support pathologists in each step of the diagnostic process, offering unrivalled insights to transform cancer care.  

Our AI is built on one of the largest and most diverse datasets in pathology, including data from over 1,000 institutions around the globe. This helped us to receive the first ever FDA approval for an AI product in pathology. Paige has also received FDA-clearance for our digital viewer, FullFocus®, and CE-IVD and UKCA clearance for our diagnostic AI in prostate and breast cancer.  

Paige has created a single solution to labs’ biggest pain points, supporting them in delivering more efficient diagnoses to better support their patients. Our web-based software platform puts advanced digital pathology tools together with Paige and third-party AI into the hands of pathologists, while maintaining the highest security and safety standards.  

Headquartered in New York with an expansive global footprint, Paige is developing and delivering a new generation of solutions to support labs of all shapes and sizes. Our team is guided by our mission to transform the world of cancer care and pioneer the path forward in the burgeoning industries of digital pathology and AI.  

In this role, you’ll be part of the Customer Success and Technical Operations team driving the successful adoption digital pathology and AI with customers and partners on a global scale.  

You will be responsible for the day-to-day support of customers and interfacing with internal stakeholders, ensuring Paige has the voice of customer at the heart of its operations. Understanding the needs of the customers, the Paige applications and technology is a critical component of this role.  

This position is for candidates who are prepared to work onsite in a Tampa location 4 days per week - EST timezone. 

Responsibilities 

MSA 

• Be an onsite resource for a dedicated client as part of a managed service agreement for 9-12 months. After fulfilment of the onsite period, there may be an opportunity for the role to begin operating on a remote basis 
• Be available to interface with partners on behalf of the client 
• Coordinate the installation of pathology lab hardware by 3rd party contractors to ensure timely and functional installation and testing of equipment 
• Plan location of the equipment within the lab to ensure hardware specifications and laboratory compliance requirements are met 
• Potential travel requirements to several satellite locations throughout the Florida area – US Driver’s Licence required  

Technical Support Theme 

• Interface with the client’s IT stakeholders to maintain a robust solution for the client 
• Respond to customer queries in a timely and professional manner, ensuring to reach high levels of satisfaction 
• Work as part of the global L1/L2 technical Customer Support team to ensure all customer issues are resolved in a timely manner 
• Prioritize issues both internally and with partners ensuring to meet SLA targets set on customer contracts 
• Deliver high quality services to obtain high NPS rates 
• Document and track resolution of customer issues, in line with compliance and quality management system (QMS) requirements 

CSM Theme 

• Act as the voice of the customer for all requests 
• Take primary ownership of the customer post-implementation to ensure all feedback, support and training requirements are met 
• Understand utilization and ensure to drive adoption of the Paige products 
• Prepare and present quarterly business reviews (QBRs) to executive-level customer stakeholders 
• Generate leads for renewals, upgrades and additional products, ensure invoicing and payments are kept up to date in line with revenue targets 
• Work with the wider Customer Success team to enable a smooth transition from implementation to live day to day operations 

General Themes 

• Assist and help with implementation projects 
• Work outside normal working hours may be required on occasions to meet deadlines or address urgent customer issues, etc. 

About You 

• 3+ years’ experience in providing technical support to customers for software solutions 
• Experienced technical background, with hands-on experience in supporting applications and web technologies 
• Experience using help desk software and remote support tools 
• Proven experience with managing external and internal stakeholders 
• Experience working with modern IT systems and public cloud infrastructure 
• Experience of working with virtualization technologies 
• High-level understanding of application, server, and network security technologies 
• Ability to manage high priority support requests 
• Experience working closely with development and product teams to liaise on customer requirements 
• Knowledge of requirements in software operations including needs of customers with new installs and upgrades 
• Proven experience of understanding of contracts and SLAs 
• Experience working with API or HL7 technology supporting integration solutions 
• Excellent problem-solving and analytical abilities with creative and logical thinking  
• Highly motivated, customer centric person, strong customer empathy and focus 
• Ability to work as part of a global team 
• Excellent written and verbal communication skills 
• Desire to delight the customer and improve the diagnosis of cancer and other diseases 

 Desirable 

• Unix/Linux experience 
• Experience with Virtualization such as VMWare  
• Experience in supporting software within the diagnostics or healthcare space  
• Experience with pathology and histology laboratory workflows and equipment  
• Experience of working in an FDA/CE-IVD Mark regulated environment  
• Experience with DataDog and/or SumoLogic