Solutions Architect

Probably Genetic is changing the lives of patients living with severe, complex diseases. They are seeking a Solutions Architect who will own the end-to-end customer relationship for biopharma partners, ensuring high-quality experiences and translating customer needs into product improvements.

Responsibilities:

• Own the full post-sale customer relationship for key biopharma accounts, serving as key point of contact, ensuring every customer receives a consistent, high-quality experience
• Establish and run a regular cadence of customer check-ins, proactively surfacing insights and flagging risks before they become issues
• Build and maintain a consolidated backlog of customer requests, feedback, and complaints across all accounts, identifying patterns and translating them into actionable product feature requests and roadmap
• Prepare and deliver polished, data-driven insight packages and presentations for customer stakeholders by turning raw data into clear, compelling narratives
• Partner closely with the BD and engineering teams to scope and prioritize customer-informed improvements, and serve as the internal voice of the customer
• Support ownership of the customer-facing product and related customer-facing tooling, contributing to product management and roadmap decisions
• Build lightweight AI-assisted tools and automations to streamline customer reporting and reduce manual effort over time
• Collaborate with leadership on account strategy, renewal planning, and expansion opportunities across the biopharma and insurance customer portfolio