Director, Client Operations

3 weeks ago


Boston MA, United States Direct Recruiters Inc. Full time

Client Summary:

  • Specializes in making medical software safe and reliable.
  • Empowers software teams to develop safe, secure, and compliant medical applications.
  • Aims to automate documentation and quality processes for faster and innovative software production.
  • Leading in integrating AI/ML into medical software.
Position Responsibilities:

Customer engagement and project management

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

Product and design

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

Formal quality assurance

  • Make QA authority decisions in our quality management process.
  • Draft and own formal documents including policies, plans, standard operating procedures.
  • Serve as the voice of the customer in all internal conversations.
Experience & Skills:
Required Experience and Qualifications:
  • 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.
  • Ideally you have experience in safety critical industries or systems.
Preferred Experience and Qualifications:
  • Familiarity with CRM software and other customer success tools is a plus.
Compensation $160k-$175k
  • Competitive salary and generous stock options
  • Flexible working hours
  • Hybrid work options
  • Generous PTO
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