Engineering, Information Technology, Software Engineer
4 Year Degree
Reports to the CTO
Responsible for building and developing a strong Customer Success and Service team in support of the growing customer base for the Rimsys Regulatory Information Management (SaaS) application.The ideal candidate will have extensive experience driving adoption and outcomes leading to onboardings, renewals, customer expansion, and advocacy across SaaS platforms, as well as some background in the medical device industry. Equal focus will be placed on team leadership to drive strong customer relationships, while developing their skills and working to improve outcomes for customers, In addition, the candidate will build direct, individual efforts working closely with customers and internal/external resources, utilizing various project management and software development tools.
Leading, coaching and building a Customer Success team while working directly with our customer base in the medical device industry to develop strong working relationships on an ongoing basis while implementing, troubleshooting resolving issues as they arise, and helping the team deliver on our next-generation enterprise web-application:
Execute with customer-first approach, embracing Agile implementation methodology accepting change as part of the process with proper controls and management.
Act as a consultant, supporting Customer Success and Management teams in new system implementation projects, contract renewals, platform cross-selling, etc.
Review and document our solutions and customer requirements to ensure alignment of needs and expectations, and monitor progress throughout the implementation process.
Implementing our SaaS product & onboarding customers with a keen awareness of customer needs, system configuration & technical tradeoffs.
Direct involvement in the support process as well as providing escalation, communication, and assistance in leading Rimsys’s customer support and resolution practices.
Assist the CTO with the growth of Rimsys services and solutions in a customer-facing role working to help manage/grow existing customers and providing outstanding customer support.
Working through your team, as well as directly, on implementation to fulfill customer requirements.
Serve as the primary contact for the onboarding of new customers, the training of service end users, as well as post go-live contact in connection with support and engineering teams.
Tracking and developing reporting around customer trends, SLA’s and other metrics to drive success measures including NPS ratings.
Be a servant leader to your team, and coachable team player among the leadershop, open to feedback and development from other team members within Rimsys and the customer.
3-5 years direct leadership experience, coaching and managing outcomes for software engineering and/or support teams, with a hands-on approach.
5-10 years of Solutions Engineering, Sales Engineering, or Customer Success Engineering (or equivalent) experience in B2B SaaS.
BS Degree in Computer Science, Communications, or a related field (or equivalent level work experience in lieu of education).
Experience with different processes for service delivery and success with process improvement.
Experience with database technologies such as Postgres, Oracle, and MySQL.
Solid understanding of working with APIs in Postman or other API development platforms.
Understanding of Enterprise software such as CRM, ERP, or other SaaS Applications.
Demonstrated track record of successfully completing multiple customer implementation projects, working in an Agile environment.
The ideal candidate will have experience in (or at least some exposure to) the medical device industry, with an ability to understand the unique needs of customers in this space.
Implementing customer systems on a cloud-based SaaS infrastructure (one of AWS, Azure or GCE), with some understanding of APIs to interface with 3rd party eQMS, ERP, and/or PLM.
Passion for keeping current on trends related to medical device regulations and changes in the quality and regulatory landscape for global markets.
Comfortable working as the customer-facing member on a team that experiments with its processes and practices as well as evolving them when necessary.
Comfortable working on a distributed onshore/offshore team.
BS Computer Engineering, Computer Science, Communications or related
Internal Number: 12
Rimsys is a world-leading Regulatory Information Management (RIM) software for medical technology companies that digitizes, automates, and creates regulatory order. The only holistic RIM software for medical devices, in-vitro diagnostics, and medical device software, Rimsys makes it easy to navigate the pillars of regulatory affairs, including product registration, standards management, essential principles/GSPR, and regulatory intelligence. Rimsys is a holistic platform built by and for regulatory affairs professionals to efficiently ensure that products adhere to changing global regulations.