Client Operations Manager

Job Title: Client Operations Manager  
Employment Status: Full-time
Office Hours: Monday - Friday, 8am - 5pm, flexible hybrid options available
Location: Boston, Massachusetts
Compensation: $95,000 - $130,000
*compensation may be negotiated based on experience level

Ketryx is excited to add to our rapidly growing Client Operations team to support our influx of new customers. As a Client Operations Manager, your mission is to make our customers successful by offering functional and product expertise and deliver exceptional service. You will be responsible for onboarding new customers and managing key accounts. This is a fundamental role in achieving our ambitious objectives of impacting over 100 million patient lives by 2030 and is an excellent growth opportunity for the right individual. 

Our ideal candidate will possess extensive experience working regulated industries and appreciates the critical role that regulation plays in ensuring safety and reliability. We are looking for passionate professionals who want to support the development of life-saving technologies. If you have an analytical mindset and are energized by interactions with others, this may be the perfect role for you! Your analytical mindset often contemplates how quality can be achieved more effectively. This position allows for a seasoned professional to be proactive and adaptable while establishing order within dynamic settings. This position will be onsite in our Boston office. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

• Provide exceptional, direct service to a portfolio of Ketryx customers.
• Plan, manage, and execute customer priorities including configuration changes, professional services, onboarding, training, and support.
• Train clients to help them understand how Ketryx products and services can help solve their problems. 
• Provide input to the product roadmap based on client and observational feedback.
• Serve as a formal quality decision-maker within the Ketryx Quality Management System (QMS).
• Collaborate with the development team to shape and approve features throughout the development lifecycle.
• Draft and own formal documents including policies, plans, and standard operating procedures.

Required Skills

• Previous experience (3-5 years desired) working within a regulated environment, examples include:
  • Experience developing software in a regulated industry (medical, government, etc.) and know how to formally validate software against a requirement spec
  • Experience working in a regulated operation - like a manufacturing plant
  • Experience design engineering a regulated product or process
  • Familiarity with writing protocols for software V&V (Verification and Validation)
• A strong understanding of software-related competencies such as product, customer success, and professional services. 
• Must have led a team, project, or cross-functional initiative from conception to completion.
• Strong interpersonal and communication skills, both oral and written. 
• Proven ability to manage multiple priorities simultaneously.
• Problem-solving skills and the ability to think tactically about client priorities.
• Familiarity with CRM software and other customer success tools is a plus.
• Bachelor's degree in a relevant field or equivalent work experience.

Keywords: customer success, professional services, systems engineer, Solutions Architect, Software as a Medical Device, SaMD, product management, technology, client management, quality, regulatory, system engineer, B2B

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