Director of Customer Engineering

About the Role

Customer Engineering sits at the intersection of engineering and client delivery, owning the technical execution that turns our platform into a live, production system for each biopharma customer. This role sits within the Engineering team and interfaces closely with the Client Solutions and Engineering teams.

Customer Engineering covers all aspects of the implementation and customer success for our biopharma clients, including product requirements gathering, configuration of data integrations, product support, and workflow maintenance. This role is in person 4x a week in our office in Nomad and will involve some travel (<10% of time).

What You’ll Do

• Team Leadership & Development: Manage, mentor, and grow a team of 5+ Customer Engineers. Set clear expectations, run effective 1:1s, and create career development paths that retain strong technical talent.
• Delivery Quality & Customer Satisfaction: Own the quality bar for all customer implementations and ongoing technical support. Establish and track KPIs around implementation timelines, data accuracy, customer satisfaction, and issue resolution.
• Process & Operational Excellence: Design and implement scalable, repeatable processes for customer implementations—from data integration and mapping through go-live and hypercare. Build implementation calendars, roadmaps, and tracking systems that provide visibility across all in-flight engagements.
• Cross-Functional Partnership: Work closely with the Director of Implementation, Implementation Managers, Engineering leadership, and Product to coordinate delivery, resolve blockers, and ensure smooth handoffs across the customer lifecycle.
• Technical Escalation & Guidance: Serve as the senior technical escalation point for complex customer issues. Guide the team through ambiguous data problems, integration challenges, and edge cases in customer business logic.
• Architectural Influence: Drive architectural decisions that improve the team’s operational effectiveness—advocating for platform changes, tooling improvements, and data pipeline enhancements that reduce implementation complexity and improve data quality for future customers.
• Hiring & Scaling: Partner with the CTO to define hiring plans, conduct interviews, and onboard new Customer Engineers as the team grows alongside the customer base.
• Customer Engagement: Represent Customer Engineering in strategic conversations with customers when needed. Travel occasionally (<10% of time) for key customer meetings, go-lives, or escalations.

Who You Are

• Proven ability to lead, develop, and scale a technical team (5+ direct reports) in a customer-facing environment
• Strong understanding of modern data pipelines, ETL/ELT patterns, and data integration architectures. You can evaluate architectural tradeoffs and drive technical decisions
• Experience building and operationalizing implementation processes for complex enterprise software deployments, including managing multiple concurrent customer engagements
• Experience with relational databases and data-driven systems
• High proficiency in SQL (2+ years)
• Strong analytical and problem-solving orientation, including root cause analysis and the ability to turn recurring issues into systemic improvements
• Track record of improving delivery quality, customer satisfaction, and team efficiency through process and tooling investments
• Rigorous attention to detail and commitment to quality
• Excellent written and verbal communication skills. Able to translate between deeply technical teams and non-technical customer stakeholders with equal comfort
• Natural drive to take on challenges independently and to propose and lead improvements

Bonus Points For:

• Experience in healthcare technology, life sciences, or pharmaceutical services
• Familiarity with healthcare data standards and common data interchange patterns (e.g., SFTP, HL7, FHIR, EDI)
• Experience with AWS services and cloud-native data infrastructure
• Background in building or running implementation programs at a B2B SaaS company during a high-growth phase

Education and Experience

• 8+ years of professional experience in customer engineering, solutions engineering, forward-deployed engineering, professional services, or similar customer-facing technical roles
• 3+ years of experience managing or leading a technical team

Benefits

• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer funded match
• Unlimited Vacation
• Commuter Benefits
• Paid parental leave
• Catered lunch on Fridays
• Wellness stipend
• Great Place to Work Certified

The annual salary range for the target level for this role is $170,000 - $200,000 + equity + benefits, including medical, dental, and vision. Final compensation will be determined based on a variety of factors including relevant experience, interview performance, and internal equity.