Director of Client Operations (Customer Success) - Ketryx

We are seeking a talented operations professional who is interested in a client-facing position. Ketryx clients are exclusively companies that build safety-critical products and therefore have complex operations and extremely high standards for professionalism and quality. 

This role is multidisciplinary and will require skills in project management, product & design, formal quality assurance, and what is traditionally called customer success.  Experience in all of these domains is not necessary to be hired, but experience in at least one is a requirement. 

Selection for this role will emphasize operational excellence over commercial skills. 

About the Job

Customer engagement and project management 

1. Manage a portfolio of Ketryx customers by serving as their primary contact.
2. Plan and manage customer priorities including configuration changes, professional services, onboarding, training, support.
3. Work with clients to help them understand how Ketryx products and services can help solve their problems.

Product and design

1. Gather client feedback, interview users, observe users working with the product.
2. Author Change Requests and requirements to specify new features.
3. Work with the development team in shaping features throughout the development lifecycle.

Formal quality assurance

1. Make QA authority decisions in our quality management process.
2. Draft and own formal documents including policies, plans, standard operating procedures.
3. Serve as the voice of the customer in all internal conversations. 

About You

• Master’s degree in a relevant field or equivalent work experience.
• Previous experience in an operations management type role ideally in a large company that interfaces with software development teams.
• Strong interpersonal and communication skills, both oral and written.
• Proven ability to manage multiple priorities simultaneously.
• Problem-solving skills and the ability to think strategically about client priorities.
• Familiarity with CRM software and other customer success tools is a plus.
• Ideally you have experience in safety critical industries or systems.