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Job Title
CUSTOMER SUCCESS MANAGER, US

DESCRIPTION

Reporting to the Director of Operations, this is a field-based with approximately 75% travel, customer-facing role working in a cutting-edge sector of the med-tech space. The role will help us deliver our world-class digital platform that delights our customers and positively impacts the surgical landscape, empowering surgical communities worldwide. The Customer Success Manager will work across the entire company, geographical regions, and surgical disciplines to ensure our Case Management capability delivers on what is best for the surgeon, the patient, and our business partners. Candidate strengths include AV hardware and software knowledge, problem-solving, troubleshooting, strong technical background, diligence, good communication skills, and be team-oriented while working independently, the ability to learn new skills quickly, and willingness to work hard to get the job done. The role provides the scope to grow, develop and expand as the business accelerates its expansion globally.

RESPONSIBILITIES:

CUSTOMER SUCCESS

  • Customer Success focused activities; delivering a delightful, “white glove” experience with each visit.
  • Gather metrics and other data to support benchmarking and other business intelligence goals
  • Gain and Maintain OR Vendor Credentialing status with all pertinent agencies for accessing accounts.
  • Participate in planning, testing, and coordination meetings.
  • Keep in constant communications in accordance with Proximie implementation processes & procedures.
  • Deliver, connect, configure, and test the necessary equipment (PxCompact, PxConsole, Powered by Proximie, etc.) to our customers in a clinical setting.
  • Disconnect, remove, sanitize, and store equipment post case.
  • Support live, clinical utilization of the Proximie platform in operating rooms, labs, training sessions, etc.
  • Collaborate with Product and Engineering teams to ensure service readiness for New Product Introductions (NPI) by developing and delivering required training upon launch.
  • Work with the Operations Team to implement solutions, drive in-field response and ensure delighted surgeons, partners, and hospital stakeholders.
  • Collaborate cross-departmentally to ensure program success.
  • Demonstrate proven communication and interpersonal skills in team environments.
  • Proficient with Windows XP, 7, 10, and Mac OS X 10.x
  • Assist in writing technical documentation, including flowcharts and instructions.
  • Manage systems with experienced troubleshooting of IT users and customer service-orientated communication with end-users, both in-person and remotely.
  • Partner with leadership in the Case Management and Technical Support teams to identify training needs and provide instructional design input on crafting effective learning outcomes.
  • Continually monitor and communicate customer needs back to the manager.

IMPLEMENTATION

  • Train end-user in the use of integration systems.
  • Ensure full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement.
  • Take support calls for troubleshooting system/software issues as they arise Meet or exceed all deadlines.
  • Recognize, manage, and promptly escalate IT, hardware, software issues as needed.
  • Introduce, train, and onboard new customers to our software product.

REQUIRED SKILLS:

  • Technical degree, certifications, or relevant experience.
  • Return calls and requests within an acceptable time frame and deliver information across teams in a timely manner.
  • Desire to learn and grow professionally.
  • Strong desire to deliver an exemplary customer experience.
  • Ability to manage time and schedule to best support customers.

DESIRED SKILLS:

  • BS/BA in biomedical engineering or related medical field.
  • 5+ years of related work experience with medical devices.
  • 2 years supporting SaaS, AV, Hardware, or technical equivalent.
  • Experience / Understanding of Health IT, Digital Health, Telehealth in the surgical domain.
  • Start-up in the healthcare industry.

PHYSICAL REQUIREMENTS:

  • Position requires routine walking, bending, kneeling, and squatting, sitting, standing, reaching, and twisting.
  • Must routinely lift/lower/carry 1 to 35 pounds, lift/lower 36 to 49 pounds.
  • Push/pull wheeled transporters and/or palletized product using up to approximately 50 lbs. of force.
  • Work in and around hospital personnel, sensitive medical equipment, and patients.

TRAVEL REQUIREMENTS:

  • Ability to travel up to 75%, throughout the US, Canada, and Mexico to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.
  • Be able to make your own travel arrangements i.e. Booking flights and getting rental cars.
  • Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. May be required to work evening, early morning, or weekend shifts as needed to deliver exemplary customer service.

Proximie is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under UK law.

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