Client Operations Director

Ketryx is saving and improving lives by making medical software and AI safe and reliable. We empower software teams building medical applications to create safe, secure, and compliant products used by patients and providers worldwide. We believe that by automating much of the documentation and quality processes teams do, they will be able to produce safer and more innovative medical software faster.

Ketryx is at the forefront of helping teams incorporate AI/ML into medical software and that’s why we need you!

The role

We are rapidly expanding our Client Operations team to support the huge influx of customers. As a Client Operations Director, your mission is to make our customers successful by offering functional and product expertise and delivering exceptional service. After learning the role and honing your expertise in Ketryx, you’ll hire and build an exceptional team of client operations managers. You will be responsible for onboarding customers and managing key accounts. This is a fundamental role in achieving our ambitious objectives of impacting over 20 million patient lives in 2024 and is an excellent growth opportunity for the right individual. 

About you

You possess extensive experience working in regulated industries and hold a deep appreciation for the critical role that regulation plays in ensuring safety and reliability. Your analytical mindset often engages in contemplating how quality can be achieved more effectively. You are energized by interactions with others and have a passion for facilitating the development of life-saving technologies. As a proactive and adaptable professional, you excel at establishing order within dynamic settings, often likening the experience to 'building the airplane while flying it.' You flourish in rapid-paced environments and have a natural affinity for thinking on your feet. If you resonate with this description, we would be eager to explore the possibility of you joining our team.

Responsibilities

• Direct and provide exceptional 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 working within a regulated environment, examples include:
• Experience developing software in a regulated industry (medical, government, etc.) and 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. 
• Have hired and managed a team of people.  Preferably also managed managers. 
• 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.