Technical Customer Support Manager

Barcelona
Customer Success – Customer Support /
Full-Time /
On-site
Who we are

Aizon is a software-as-a-service provider that transforms manufacturing operations in life science industries using advanced analytics and artificial intelligence.

Following our recent Series C round of growth funding, we are looking for ambitious new team members who are motivated to directly impact our future growth and success as we launch what we consider “Aizon 3.0”.Aizon is helping pharma manufacturers and CDMOs make better decisions in GMP operations.

- What makes us different from other manufacturing platforms? We help operations leaders and engineers avoid endless cycles of chasing data in disparate and heavy-handed systems and rapidly understand how to run their manufacturing processes better.
- We’re solving multiple problems in GMP operations that cost manufacturers millions yearly while accelerating their digital maturity journey. One of our unique capabilities is the ability to operationalize the use of predictive AI models in real time without a big data science staff.
- We’re backed by both industry and software investor firms like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, with solid industry and technology expertise.

Our mission is to improve global health by optimizing how medicines are manufactured so that pharma and biotech companies can provide patients worldwide with the right medicine at the right time and price. 

Join us if you are motivated to directly impact our company's success and growth path forward and, more importantly, by positively contributing to the life science industry and deserving patients worldwide.


The Position 

The Customer Support Manager is responsible for the coaching and development of the Customer Support team in a fast-paced, dynamic environment. This Customer Support Manager is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world-class service with the highest degree of satisfaction.

Responsibilities

    • Build and lead a Customer Support team that is proactive, responsive, 24*7 ready, and places the customer first.
    • Lead and manage the Customer SupportS team by example.  A senior support specialist who embraces the role of “working manager”.
    • Drive continuous improvement to implement operational best practices designed to enhance the Customer Support service and the customer experience.
    • Manage the process flow of assistance to Aizon customers for all reported issues related to Aizon products & technology.
    • Triage, prioritize, and analyze, on a continuous basis, the incoming events and perform first-line research to determine root causes in order to direct tickets.
    • Maintain appropriate contacts within the product and engineering organizations for the timely escalation to level 2 and 3 support resources.
    • Improve performance monitoring to improve service levers, anticipate customer performance issues, and ensure proactive and preventive action to secure stability.
    • Performance operational reporting including risk escalation, contributes to the implementation of customer satisfaction measurement indicators (Net Promoter Score or similar).
    • Drive the preparation and management of FAQs, “known issue” lists, and published fixes/workarounds and success stories via the Aizon Customer Support portal.
    • Measure and monitor customer satisfaction and respond accordingly.
    • Develop an intimate understanding of Aizon’s support customers and their operational needs, delivering timely follow-up after each customer interaction.

Skills

    • Strong SaaS background with a passion for customer support and success, our ideal candidate will enjoy orchestrating teams to build proven value for both customers and Aizon.
    • Hands-on leadership style, proven mentoring skills, demonstrated ability to listen and engage.
    • Natural problem solver with the ability to identify root causes, creatively problem solve, and drive the performance of people and processes to impact success.
    • Exceptional communication skills, able to prepare and present materials and presentations to support the business case for their strategy.
    • Flexible, adaptable, fast-paced, work well under pressure, can multitask, and prioritize many competing demands. Comfortable working with a dynamic product and solution set-
    • Proven analytical and creative problem-solving skills.
    • Courage to assess and take prudent risks and champion new ideas.
    • A team player who is collaborative, innovative, and can get things done.
    • Ability to understand business requirements and their relationship to technical requirements.
    • Accept the responsibility for setting and meeting both team and personal goals.

Qualifications

    • Must have:
    • At least 10 years of experience in Technical Support for applications focused on the pharma market and cloud computing environments.
    • At least 5 years of experience in the management of Customer Support teams in SaaS applications and public cloud environments to quickly iterate and deliver value to customers.
    • Experience in managing Customer Support for manufacturing industrial applications such as ERP, SCADA, LIMS, or MES.
    • Technical background, preferably in Engineering (Industrial, Electronics, IT, Physics, Life Sciences) with demonstrated experience in Life Sciences Industrial Processes.
    • Expertise in Jira and Google suite.
    • Familiarity with software development methodologies (Agile/Scrum/Lean) and management of deadlines.
    • Fluency in reading, writing, and speaking English to face English native speakers customers. Spanish and other European languages are valued.
    • Availability to travel for visiting clients is required.
    • Development experience with knowledge of open standards-based technologies (Node.JS, Java, Python, JavaScript ES6, jQuery, React JS, Express JS…), preferably JavaScript and related (Node.JS, React, Express).
    • Extensive IT troubleshooting experience.
    • Familiarity with Cloud solutions and architectures, APIs, and apps, in particular those of AWS.

    • Nice have:
    • Basic Understanding of Artificial Intelligence and Deep Learning algorithms.
    • Basic understanding of Industry 4.0 concepts and principles.
    • Keen interest and knowledge in AI / ML / DL and Big Data.
    • Knowledge of Cloud Platforms and IIoT is valued.

What we can offer

    • Immediate start.
    • Competitive salary in the sector, according to your experience and skills.
    • A stimulating work environment with a dynamic and collaborative team.
    • Full-time position with a flexible schedule.
    • Full benefits package.
    • Stock options.
    • Internal training and certifications plan.
    • Team Building Activities.
    • Opportunity to build the customer support team from the ground up
We are committed to providing an inclusive environment where all employees feel mutual respect and are contributing to the good of society. We are a group of creators with diverse backgrounds (over 16 different citizenships in our company) and are proud to be an equal opportunity workplace. All employment is decided based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, you may contact us at jobs@aizon.ai