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Director of Client Operations (Customer Success) - Ketryx

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Job Title
Director of Client Operations (Customer Success)
Job Location
Boston, Massachusetts, United States
Job Description

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. 

What We Offer

  • Competitive salary and generous stock options
  • Work in an exciting field with a positive impact on the world
  • Opportunity to learn and grow as part of a global team

 

About Us:

Ketryx is making software safe and reliable. We empower software teams building medical applications to create safe, secure, and compliant products used by patients and providers worldwide. Our developer-first approach ensures safety and reliability is ingrained into healthcare products from the ground up, leading to increased developer productivity, patient satisfaction, revenue growth, and cost savings.

Come join our team and help make the most important products possible.

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Ketryx Headquarters Location

Somerville, MA

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Ketryx Company Size

Between 20 - 50 employees

Ketryx Founded Year

2021

Ketryx Total Amount Raised

$18,049,994

Ketryx Funding Rounds

View funding details
  • Series A

    $14,000,000 USD

  • Series Unknown

    $1,999,995 USD

  • Seed

    $2,049,999 USD

Ketryx's Investors

Ketryx's Industries