Client Support Director

Job Title: Client Support Director 
Employment Status: Full-time
Office Hours: Monday - Friday; in-office with 1 day WFH available 
Location: Boston, Massachusetts
Compensation: base + equity
*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 Support Director, your mission is to provide top-notch support to our enterprise-level clients. You will execute Quality Management Systems review and support the clients' understanding and use of Ketryx products and services. In this role, you will be allowed the opportunity to implement your target-driven work ethic and support Ketryx's mission to impact 100 million patient lives by 2030. This position will be onsite in our Cambridge, MA 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. 

Our ideal candidate will have experience in software development, engineering, operations and, preferably, experience working in a regulated industry. We are looking for passionate professionals who want to support the development of life-saving technologies. If you have great communication and are energized by interactions with others, this may be the perfect role for you! 

Responsibilities:

• Execute customer and organization priorities, including QMS document authorship, configuration changes, professional services, onboarding, training, and support.
• Support clients to help them understand how Ketryx products and services can help solve their problems. 
• Investigate and diagnose underlying causes of recurring issues or performance problems. 
• Identify potential risks in a project and develop mitigation strategies to ensure successful delivery. 
• Provide input to the product roadmap based on client and observational feedback.
• Advocate for a culture of quality, championing continuous improvement throughout the organization.
• Read, interpret, and apply regulations and technical standards relevant to clients.
• Identify opportunities for upselling, cross-selling, or renewing contracts by assessing client needs over time. 

Required Skills:

• 7 or more years of experience in the SaaS or a regulated industry.
• A strong understanding of software-related competencies such as product, customer success, and professional services. 
• Must have good organizational skills and ability to multi-task in a fast-paced environment.
• 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.

Preferred Skills:

• Experience in a regulated industry such as Medtech startups, large medtech, aerospace, automotive, or military

Keywords: customer success, client operations, professional services, systems engineer, Solutions Architect, Software as a Medical Device, SaMD, product management, technology, client management, quality, regulatory, system engineer, B2B, regulation, task management, project management, Greater Boston, MA