Customer Success Manager, Proximie

• We are looking for a great communicator, team-oriented but with the ability to work independently and possesses the capacity for learning new skills quickly
• Minimum of 2 years related work experience with a SaaS, AV, hardware, or technical equivalent. Experience with medical devices is desirable
• Excellent communication and presentation skills
• Excellent time and project management skills, with the ability to manage multiple accounts simultaneously
• Collaborative team player with cross-functional relationship building skills
• The ability to travel up to 50% to customer sites across Europe
• Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. This role may require you to work evenings, early morning, or weekend shifts as needed to deliver exemplary customer service
• This position will require routine walking, kneeling, squatting, sitting, standing, reaching and twisting
• You must be able to routinely lift, lower, and carry up to 49 pounds
• You must be able to push/pull wheeled transporters and/or palletized product using up to approximately 50 lbs. of force
• You must be comfortable working in and around operating rooms, surgery personnel, sensitive medical equipment, and patients
• A clean driving record and the passing of a background screen is required

Desirable

• The Customer Success Manager will help us deliver our world-class digital platform that delights our customers and positively impacts the surgical landscape, empowering surgical communities worldwide
• This is a field-based, customer-facing role covering the European region to ensure our case management capability delivers on what is best for the surgeon, the patient and our business partners
• The Customer Success Manager will be responsible for expanding the number of Proximie users within an account whilst also ensuring existing customers are delivered an exemplary experience utilizing the Proximie platform
• As this role will include implementation, onboarding and training new customers whilst also enabling existing customers in using the platform effectively, the Customer Success Manager will have some technical knowledge and experience of audio/visual hardware and software
• Drive adoption of the Proximie platform within specified accounts to ensure renewals and expansions.. This will include engaging with clinical, administrative, and technical leaders within those institutions to demonstrate the value that Proximie brings to their organization
• Leading technical product and clinical demonstrations to ensure current utilization and adoption of Proximie users within specified accounts
• Successfully onboard and train new customers in the utilization of our software
• Ensure the full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement
• Support live, clinical utilization of the Proximie platform in clinical areas, labs, training sessions, etc
• Build engagement and value through the platform across divisions and specialties supporting the growth and retention of Proximie customers
• Ensure the delivery of an exemplary customer experience at all times
• Work across Proximie to feedback the voice of the customer where relevant to improve our service and offering
• You will successfully deliver, connect, configure, and test all Proximie hardware/equipment and solutions to Proximie customers in a clinical setting
• You will disconnect, remove, sanitize, and store equipment post case
• You will participate in planning, testing and coordination meetings
• You will help to triage support calls for trouble shooting system/software issues as they arise, promptly escalating any technical need for resolution