Operations and Engagement Manager

As our first hire dedicated to customer engagement and account management, you will focus on maintaining and growing customer relationships. The ideal hire is interested in taking ownership and potentially growing a customer success team in the future. You will be the main point of contact for our customers and represent the customer's voice, constantly seeking ways to address and foresee their most critical problems.

Our ideal candidate is highly detail-oriented and organized, clearly communicates across teams, cares deeply about customer experience, and is eager to be a part of the next generation of healthcare technology. You're scrappy, positive, solutions-oriented. Our customers are developing medical AI, so you'll play an important role in helping AI practitioners develop the next generation of life-saving technology.

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Responsibilities would include

• Manage customer relationships by setting and resetting expectations as appropriate, implementation of daily processes, setting deadlines for internal teams, triaging issues, and ensuring a positive experience
• Create and document success deliverables and account management practices (kickoffs, results, upselling, informational handouts, technical specs, help desk, and more)
• Project management capability to keep customers informed of project progress and manage delivery of results at appropriate intervals
• Respond to customers promptly and consistently, clearly translating any technical jargon
• Think broadly about product capabilities, customer needs, and the healthcare AI industry to help develop our technology and business model
• Collaborate closely with sales and marketing to message our wins, and with product to suggest new features and troubleshoot issues

• 3+ years in operations, account management or customer success
• Experience navigating C-suite audiences
• Proven track record of maintaining and growing customer relationships
• Flexibility and ability to work autonomously in a demanding and ambiguous environment
• Bachelor's or equivalent degree

• Strong analytical skills (Excel, SQL) to dig into data and draw meaningful insights
• Experience building out and managing a team
• Experience working at a very fast-paced startup with fewer than 50 people
• Experience in healthcare and/or artificial intelligence
• Boston is preferred but not required; Eastern time zone is strongly preferred