Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist new clients with their setup, implementation, onboarding, and ongoing optimization after launch.

• Manage onboarding projects utilizing project management software to monitor progress, tasks, and completions.

• Cultivate knowledge in Murj Analytics, Billing, and Clinic Workflows to effectively support and train clients.

• Deliver real-time customer assistance via phone, email, chat, and other communication channels.

• Observe and respond to inquiries through Intercom.

• Diagnose issues, provide answers to workflow queries, and escalate complex problems as necessary.

• Support clients with billing questions, invoice clarifications, payment processing, and account modifications.

• Educate clients on Murj Analytics, reporting, metrics, and platform capabilities.

• Conduct onboarding calls and facilitate clinic launches.

• Monitor and report business expenses.

• Share expertise, train team members, create educational materials, and document workflows.

• Ensure onboarding projects and compliance metrics are completed within deadlines.

• Collaborate with Senior Customer Success Managers, Project Managers, product teams, data teams, QC, engineering, and other cross-functional groups.

• Document and communicate customer feedback to internal teams.

• Analyze and predict support trends.

• Manage Tier 0 escalations and coordinate the resolution of technical issues.

• Achieve response-time, customer satisfaction, and ticket efficiency objectives.

• Maintain accurate reporting data sources, including Salesforce and tracking spreadsheets.

⛳️ Requirements

• A minimum of 2 years of experience with CIEDs or an equivalent certification, education, or relevant background such as Cath Lab or Device Clinic.

• Willingness to travel up to 50% of the time.

• Proficient in Intercom, Jira, and Excel.

• Familiarity with support tools such as Intercom, Salesforce, and G-Drive.

• Strong understanding of Murj workflows and product functionalities.

• Proficient in ticket triage, knowledge base development, and customer guidance.

• Strong business acumen and product intuition.

• Exceptional written and verbal communication skills.

• Comfortable working independently and taking initiative.

• Good judgment in deciding when to escalate issues.

• Ability to assertively communicate project needs.

• Critical thinking skills and a curious mindset.

• Detail-oriented, organized, and quick to adapt to new systems.

• Strong follow-through and customer empathy.

• Nice to have: Experience with Murj, enterprise healthcare clients, healthcare IT, EHR/EMR, or IBHRE certification.

🏝️ Benefits

• Comprehensive medical insurance.

• Dental coverage.

• Vision coverage.

• Flexible vacation policy.

• Over 10 annual company holidays.

• Competitive salary.

• Equity participation.

• 401(k) plan available after 3 months of employment.

• Opportunities for advancement, creativity, and ownership.

• Supportive team culture.

• Internal promotion opportunities.