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Operations Specialist, Customer Experience

WeaveSan Francisco Bay Area, California
On-site Full-time $110K/yr - $140K/yr

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What You’ll OwnVoice of the Customer & Customer Advocacy: As a primary connection to our customers, you will play a crucial role in gathering user insights to enhance our platform and products, while also mitigating risks and user disengagement. Scaled Customer Enablement: You will create and maintain readily accessible training resources and documentation for Weave’s customers, including webinars. Collaborate with our Product, Commercial, and Customer Success teams to devise engagement and user education strategies (up to 10% travel, likely less). User-Experience Management: Collaborating with product, development, and customer success teams, you will define metrics and develop reporting systems to track the impact of your initiatives while identifying potential risks to business and user engagement. Expert Training & Support: Deliver personalized support and training to ensure clients are fully equipped to utilize the Weave platform effectively.

About the job

Why Weave Exists

At Weave, our mission is to revolutionize the way therapeutic knowledge is recorded, transformed, and shared throughout the drug development process. We empower human experts with AI tools to expedite bringing drugs to patients efficiently, safely, and affordably.

The Weave Platform enhances regulatory workflows by integrating AI intelligently and creatively at every stage. Together with our clients, Weave is crafting the AI workbench for the entire therapeutic lifecycle.

The Role & Your Mission

Weave is reimagining the regulatory landscape of drug development through AI. Our aim is to significantly hasten the process of getting drugs into the market.

We are in search of a customer-centric, self-motivated individual to establish our Customer Experience & Support strategy, reporting directly to our Director of Customer Success. This vital role demands exceptional skills and a unique disposition. You will guide our clients (pharmaceutical companies) in mastering our platform and tailoring it to their needs, primarily through technological means. A deep understanding of their methodologies, processes, objectives, and tactical outputs throughout the lifecycle of their therapeutics is essential to ensuring their success on Weave’s platform.

Initially, you will engage directly with our first customers, creating value through hands-on execution, learning, and refining processes as our customer base expands and our CX/CS operations develop.

About Weave

At Weave, we are dedicated to transforming therapeutic development through innovative AI solutions. Our platform streamlines the complexities of regulatory workflows, allowing for faster, safer, and more cost-effective drug delivery to patients. Join us in redefining the future of drug development.

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