Director, Customer Engineering/Professional Services

Director, Customer Engineering/Professional Services

Biofourmis is seeking a Director, Customer Engineering/Professional Services as a key role responsible for building a Professional Services team and managing all existing customer escalation to ensure SLA resolutions are met as well as the needs of 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.
• Build a 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 practise 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 Proffessional Services team.

Requirements

• 15+ years experience in customer engagement / managing high profile customers prefrerrably 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.
• Demonstrable success leading, inspiring, and empowering a high-performance technical
• team.
• Experience of working in a high growth environment with an appreciation of how the dynamics of growth affect corporate culture and in-place processes and systems.
• Understanding of how technology is impacting business & IT value propositions for customers.

Skills

• Strong interpersonal skills and good teamwork.
• Strong proficiency with JavaScript and frontend technologies and AngularJS framework
• Strong proven experience with NodeJS and Express
• Strong proficiency working with RDMS and NoSQL data stores.
• Experience with designing and developing according to REST API conventions.
• Experience building serverless APIs using NodeJS.
• Knowledge on client-server communication protocols/architecture styles like HTTP, REST API, GraphQL.
• Basic working experience in AWS or Azure Cloud Environment is a must.
• Experience with implementing run-time architecture services. (caching, logging, etc.
• Experience XBC145 with TDD or BDD is a plus.
• Experience using Containers - Docker, Kubernetes is a plus.
• Familiar with Agile Software methodology such as SCRUM.