Sr. Director, Customer Engineering/Professional Services

Biofourmis is a rapidly growing, global digital health company filled with committed, passionate professionals who care about augmenting personalized care and empowering people with complex chronic conditions to live better and healthier lives. We are pioneering an entirely new category of medicine by developing clinically validated, software-based therapeutics to provide improved outcomes for patients, smarter engagement & tracking tools for clinicians, and cost-effective solutions for payers. We are collectively devoted to a single-minded idea: powering personally predictive care.

Our dynamic growth has been marked by doubled headcount in the last 12 months via both expansion & acquisition, yielding a global footprint with offices in Boston, Singapore, Bangalore, and Zurich. We are backed by prominent international venture capital investment & have cultivated relationships with worldwide healthcare stakeholders over the last 5 years. Our talented team features numerous PhD’s in Data Science and Biostatistics, over 80 patents, prolific scientific publications, world-class systems, developers & engineers, and leaders in the clinical operations space.

Sr. Director - Customer Engineering/professional Services

The Sr Director of Customer Engineering and Professional Services is a key role responsible for building a professional services team and managing all existing customer escalation to ensure we meet resolution SLAs and delight our customers.

Responsibilities

• Manage all Customer Escalations and partner with internal team to ensure all issues are resolved within SLA.
• Build a professional services team in the US which is responsible for making sure all new customers are enabled for a successful product rollout.
• Building professional relationship with key customers and maintain a frequent visit rate in particular to new customer / existing customer.
• Deployment support of products at the client side (i.e detailing, product presentation, training, deployment, share best practice etc)
• Maintain close relationships with key accounts, and ensure that the company’s products are meeting their requirements where possible.
• Prepare product training materials, best practice documentation, and conduct product demos, products monitoring / Product modification.
• Periodically review and follow-up on outstanding issues with the customer, work closely with cross functional team and bring the open issues to closure.
• Provide technical leadership in understanding of critical / blocking issues if any faced by customer and provide timely support with an advice to unblock.
• Build strategic professional relations plans across existing / new customers and act as customer facing liaison responsible for identifying and developing strategic that improves the engagement level.
• Building positive communication with customer prime point of contact and maintain / update timely critical data with end user.
• Ensure the new / existing customer journey with our product very successful by providing necessary engineering /training / operation support.
• Partner with the product management team / Engineering team / DevOps / SRE team to define solutions for customer to be successful.
• Proactively manage stakeholders communication related to deliverables, risks, changes and reliance
• Maintain Release Notes by documenting new services, fixes and setup configuration details.
• Monitoring builds and Collaborating with Engineering R&D team, DevOps and SRE members to resolve build issues.
• Provide technology leadership to the team and foster engineering excellence within Customer Engineering and Professional Services team.

Requirements

• 15+ years experience in customer engagement / managing high profile customers preferably in Medical industry.
• 5+ year experience in full-stack software development, especially Cloud-native development including microservices and serverless.
• Aptitude to build quickly relationship with our partners.
• Proven ability to develop full-stack applications including Front-end technologies like AngularJS and backend services
• Good experience with Event-driven and Microservices architectures; Understanding the nature of asynchronous programming.
• Familiarity with data management, SQL and NoSQL databases (in-memory or otherwise).
• Strong knowledge in DevOps tools (OpenSource or otherwise) and practices and Agile software development methodology.
• Independent and self-motivated contributor and passionate about software development.
• Services selling experience, positioning value propositions with sales.
• Executive Presence and proven ability to communicate professionally with executive teams.
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