Director, Customer Engineering/Professional Services

Biofourmis brings the right care to every person, no matter where they are. The company’s AI-driven solution collects and analyzes patient data in real time and identifies shifts that require proactive interventions. This vital innovation provides people everywhere with connected access to hospital-level services, virtual provider networks for remote care, and life-changing clinical trials—all without leaving their homes. Trusted by leading health systems, payers, biopharma companies and patients alike, Biofourmis’ connected platform improves patient outcomes, prevents hospital readmissions, accelerates drug development, and closes critical gaps in care—ultimately making science smarter, healthcare simpler, and patients healthier. Biofourmis is a global technology company enabling care delivery, with headquarters in Needham, MA and key offices in Singapore and India. Join our team - we are Committed, Collaborative and Curious….we are Biofourmis!

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.