Solutions Architect

About

Probably Genetic is dedicated to improving the lives of patients with severe, complex diseases through its data platform. This platform supports drug developers and patient advocacy groups in diagnosing, treating, and communicating with these patients.

Responsibilities

• Own the full post-sale customer relationship for key biopharma accounts, serving as the primary point of contact and ensuring consistent, high-quality service.
• Run regular customer check-ins, proactively providing insights and addressing potential issues before they escalate.
• Create and maintain a backlog of customer requests, feedback, and complaints, translating them into actionable product features and roadmaps.
• Prepare and deliver polished, data-driven insight packages and presentations for customer stakeholders, turning raw data into clear, compelling narratives.
• Collaborate with the Business Development and Engineering teams to scope and prioritize customer-informed improvements, and act as the internal voice of the customer.
• Develop lightweight AI-assisted tools and automations to streamline customer reporting and reduce manual effort.
• Contribute to product management and roadmap decisions, supporting the ownership of the customer-facing product and related tools.

Requirements

• 5+ years of experience in customer success, solutions, forward-deployed engineering, product management, or a related client-facing role, preferably in biopharma, healthtech, or data-driven B2B environments.
• Demonstrated ability to manage senior stakeholder relationships and handle customer escalations.
• Strong data fluency, comfortable working with spreadsheets and SQL or Python to analyze and present insights.
• Excellent written and verbal communication skills, capable of producing polished customer-facing deliverables like decks, dashboards, and insight summaries.
• Adept at translating customer feedback into product requirements and collaborating with engineering to implement improvements.

Qualifications

• No formal product management experience or ownership of a customer-facing platform or tool is required, but you will learn on the job.
• Familiarity with rare disease, genetics, or the biopharma drug development lifecycle is not necessary but can be beneficial.
• Experience with patient-facing or healthcare data platforms is not required but can be helpful.

Benefits

At Probably Genetic, employees receive fair and equitable compensation with competitive early-stage equity grants, generous flexible time off, parental leave benefits, a hybrid work schedule, and a welcoming work environment. The company also offers health benefits, including medical, dental, vision, therapy, FSA, and 401k plans.

Pay

The salary range for this role is $155,000 - $195,000 annually. Actual compensation will vary based on experience, education, and other factors.

Schedule

Employees at Probably Genetic enjoy a flexible, hybrid work schedule with high trust and autonomy, located in a pet-friendly office in Downtown SF near public transportation.