Operations and Engagement Manager

As our Operations and Engagement Manager, you are in charge of building, implementing and then managing business operations for our B2B clients. The ideal hire is interested in taking ownership of the customer journey and thinking creatively about how to both streamline their experience and unexpectedly delight them. 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.

Responsibilities include

• Manage customer relationships and projects by setting and resetting expectations as appropriate, implementing 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)
• 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, consulting, account management or customer success
• Strong analytical skills (Excel, SQL) to dig into data and draw meaningful insights
• Experience working at a very fast-paced startup with fewer than 50 people

• Experience or interest in healthcare and/or artificial intelligence
• Boston is preferred but not required; Eastern time zone is strongly preferred

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