Client Operations Associate

Job Title: Customer Success Associate  
Employment Status: Full-time
Office Hours: Monday - Friday, 8am - 5pm, in-office
Location: Boston, Massachusetts
Compensation: $65,000 - $90,000
*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 Customer Success Associate, your mission is to support the Customer Success Managers with onboarding new customers and supporting key accounts. You will execute Quality Management Systems review and support the clients' understanding and use of Ketryx Platform. 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 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! 

Applicants must be authorized to work for any employer in the U.S. or Canada. We are unable to sponsor or take over sponsorship of employment Visas (including H-1B), F-1 visas, or Optional Practical Training (OPT) status at this time.

Responsibilities:

• Execute customer and organization priorities, including QMS document authorship, configuration changes, professional services, onboarding, training, and support.
• Draft and own formal documents, including policies, plans, work instructions, and standard operating procedures.
• Support 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.
• Collaborate with the development team to shape and approve features throughout the development lifecycle.
• Advocate for a culture of quality, championing continuous improvement throughout the organization.
• Read, interpret, and apply regulations and technical standards relevant to clients.

Required Skills:

• Minimum of 1 year professional experience (internships included) in the SaaS industry.
• A basic 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, SQL, KQL, python, java