• Own and oversee end-to-end IT service delivery across all regional sites. • Ensure high availability, performance, and reliability of IT services. • Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution. • Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs. • Act as the primary interface between global service owners, local IT teams, and regional business leadership. • Build strong partnerships with business leaders, site managers, and country IT teams. • Facilitate regular service reviews, performance reporting, and feedback sessions. • Translate business feedback and operational pain points into actionable service improvement initiatives. • Communicate risks, impacts, and service updates proactively across stakeholders. • Ensure adherence to ITIL-aligned processes and global IT standards. • Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs). • Monitor service performance using dashboards and reporting frameworks. • Lead monthly operational and service review meetings. • Reduce major incidents and improve SLA Performance achievement. • Drive proactive problem management to eliminate recurring issues. • Ensure high change success rates and minimize emergency changes. • Support smooth coordination of maintenance activities and releases. • Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU). • Partner with project teams to ensure operational readiness and service acceptance criteria are met. • Manage regional vendor relationships and performance. • Ensure vendors meet contractual SLA obligations. • Lead structured vendor governance, performance reviews, and escalations. • Support capacity and demand planning to meet regional business needs. • Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements. • Ensure adherence to IT governance, compliance, and security policies. • Manage service-related risks and escalate where appropriate. • Drive initiatives to improve audit readiness and regulatory compliance.

• Validate our market-entry assumptions and determine how FICUS should enter and scale in France • Build first relationships with rehabilitation providers, hospital and clinic groups, professional associations, payers and other relevant healthcare stakeholders • Lead the first commercial conversations and take responsibility for developing, negotiating and closing our initial pilot partnerships • Navigate France’s regulatory, data-protection, procurement and reimbursement requirements at both national and regional level • Bring a deep understanding of French rehabilitation workflows and provider needs into our product development • Build the French market hands-on, supported directly by our founding team and our teams in Germany • Once the market has been validated, build the local team and take full operational and financial responsibility for France, including team leadership, operations and P&L.

• Provide operational leadership and quality oversight across clinical research sites. • Train, onboard, and mentor Clinical Research Coordinators and research staff. • Develop and maintain standardized workflows, SOPs, and best practices across sites. • Review source documentation, regulatory files, and study data for completeness, accuracy, and protocol compliance before submission. • Ensure compliance with study protocols, ICH-GCP guidelines, sponsor requirements, and internal SOPs. • Support regulatory document preparation and maintenance of essential study files. • Assist sites with audit readiness, monitoring visit preparation, and corrective action implementation. • Provide ongoing education and retraining to research staff as protocols and processes evolve. • Monitor research quality metrics and identify opportunities for operational improvement. • Collaborate with investigators, site leadership, sponsors, and operations to maintain high-quality research standards.

Role Description Devs.AI is AppDirect's most strategic initiative, focused on building the next generation of AI-driven enterprise tools. As the first dedicated Customer Success Manager, you will leverage AppDirect's mature support infrastructure while owning the customer success function end-to-end. Your primary focus will be managing our largest, most strategic accounts: - Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion. - Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans. - Drive net revenue retention through upsells, cross-sells, and deep product adoption. - Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support teams. - Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing framework. - Work out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourself when needed. - Partner with AppDirect's existing support leadership to ensure Devs.ai customers get the right level of attention. - Build and maintain customer health scoring to proactively identify churn risk and expansion opportunities. - Create and maintain a Devs.ai-specific knowledge base and help center content. - Implement CSAT/NPS measurement and use it to drive continuous improvement. - Own in-product feedback collection and be the voice of the customer to the product team. - Be the bridge between customers and our product/engineering team, translating feedback into actionable insights. Qualifications - 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company. - Experience managing strategic/enterprise accounts with high-touch engagement. - Comfortable working in Zendesk and familiar with support operations. - Strong instincts for identifying churn risk early and turning detractors into advocates. - Technical aptitude: comfortable with APIs, AI/ML concepts, and developer-facing products. - Data-driven: you use metrics to prioritize, not just gut feel. - AI-fluent: you use AI tools to draft responses, analyze customer data, build help documentation, and automate repetitive workflows. - Excellent communicator who can work with executives and engineers alike. Requirements - You've worked in a startup or early-stage environment and thrived in ambiguity. - You've partnered with existing support organizations before, and you know how to coordinate across teams you don't directly manage. Benefits - At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience, and thought. - We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity. - We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.