About the Role
AVAYL is a fast-growing, VC-backed startup revolutionizing Medical Information processes in the life science industry through AI-driven solutions. We envision a world where Medical Information evolves with the pace of evidence generation and we build tools that enable our customers to optimize interactions with healthcare professionals and patients.
We are looking for a Client Engagement Lead who will play a pivotal role in ensuring account management, value realization, and long-term satisfaction with AVAYL’s MedPro platform. This role blends customer onboarding, training, user adoption, product operations, and value tracking. It is ideal for someone with strong experience in managing customer experience, driving usage, identifying blockers, and ensuring users unlock continuous value from our solution.
As an early-stage startup role, you will wear multiple hats, from onboarding workflows to system release communications to value assessment, and shape scalable processes that elevate the customer experience.
Key Responsibilities
Own and execute end-to-end customer onboarding and engagement, including user training and support, ensuring smooth adoption and early value realization.
Actively identify usage blockers, unmet needs, value gaps, and behavioural patterns across user groups to enhance adoption and impact.
Analyze user and customer behaviour to generate insights that inform the innovation roadmap, ensuring product decisions are grounded in real-world usage.
Actively build, test, and refine scalable engagement and onboarding processes - building innovative, future-proof structures without legacy constraints and contributing to AVAYL’s long-term scale.
Run value assessment analyses and translate findings into actionable inputs for business updates, customer conversations, and long-term account planning.
Record, map and understand customer environments to support strategic planning, renewals, expansion discussions, and long-term value creation.
Manage MedPro Live operations and lead product communication, including system release updates, training hub content, and the MedPro Update newsletter.
Collaborate closely with the Client Enablement Lead to consolidate user intelligence, quality insights, and feedback loops, ensuring continuous improvement.
Develop forward-looking customer roadmaps and structured engagement plans covering user rollouts, integrations, system updates, and expansion opportunities.
Partner with the CEO and CTO to channel user requirements and insights into the evolving product roadmap, influencing strategic decisions in a fast-changing environment.
Qualifications
3–4 years of experience in account management, project management, in corporate, consulting and startups - ideally in life sciences, healthcare, or SaaS environments.
Demonstrated experience leading onboarding, training customers, and ongoing customer engagement initiatives.
Strong analytical skills with the ability to assess value, identify blockers, and translate user feedback into actionable insights.
Highly organized with strong ownership, the ability to manage multiple workstreams, and a proactive, problem-solving mindset.
Comfortable working in a fast-paced startup environment and shaping scalable processes from scratch.
Excellent communicator capable of turning complex technical information into clear, actionable insights for clients
Strong foundation in planning, coordinating, and executing projects, with a proven ability to build and maintain lasting relationships