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Associate Director, Customer Support

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Primary Location: Cambridge, Cambridgeshire, United Kingdom Additonal Locations: Brighton, United Kingdom,GBR; London, United Kingdom,GBR; Reading, United Kingdom,GBR Full time R1266378

Job description

Associate Director, Customer Support

Linguamatics, Real-World Solutions (RWS) Technology

This is the ideal opportunity to make your mark in a high growth company with leading edge technology that has a positive impact on people’s lives. You’ll be working with sophisticated semantic search and text mining software products used in the world’s leading life science and healthcare organisations. Our customers are demanding and knowledgeable. Our innovative software, based on natural language processing, has received numerous accolades, and is a clear market leader in this space.

We are looking for an experienced manager for our Customer Support group with initiative as well as a mix of technical, IT and customer facing skills to take overall responsibility in our customer support operation, covering the US and Europe. You will be leading a team of NLP experts ensure our customer's success, and you'll need to have hands-on technical ability as well as management and development of the support process.

Responsibilities include:

  • Responsible for quality and service to client, ensuring client obtains maximum value from products and services.
  • Overall line management, mentoring and leadership of a team of Text Mining Support Experts
  • Ownership and development of technical support resources, such as self-help and ticketing systems.
  • Understanding and handling of customer support escalations and helping customers, partners, and Linguamatics staff to get the most out of our software.
  • Step in when needed as a technical expert to help team members solve the most complex technical issues.
  • Diagnosis of reported issues, and interaction with the development team to create bug fixes.
  • Contribution to future product development, particularly with knowledge learnt from customer interactions.
  • Improvement and documentation of support procedures.

Skills and Abilities

You will be a fast learner and will ideally have the following attributes:

  • Managerial skills, including a strong focus on team building
  • Strong communication skills, including ability to train, present and deal tactfully with clients
  • Project management experience in overseeing or contributing in difficult, multi-discipline projects
  • A passion for helping customers and solving their problems
  • The desire to become an expert in all technical aspects of Linguamatics products
  • Commercial hands-on experience with multiple platforms and operating systems – Linux/Unix and Windows – on-prem or on the cloud (AWS, Azure, GCP)
  • Expertise in in Python and/or other commercial scripting languages
  • Pro-active, problem-solving attitude and the ability to drive things forward on your own
  • Attention to detail and the ability to work calmly under pressure
  • Degree or postgraduate qualification in a numerate discipline or equivalent commercial experience.
  • Some familiarity with life sciences or healthcare informatics applications would be beneficial but isn’t essential

This is a challenging and exciting position in a growing, customer-focussed UK company with an established presence in the US and Europe, and an opportunity to work with leading-edge technology and great people.

Why join?

Those who join us become part of a recognised global leader still willing to challenge the status quo to improve patient care. In RWS, you will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

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