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

📋 Description

• Accurately and promptly complete customer setup forms and implementation documentation for each new account.

• Facilitate new member enrollment in recently implemented accounts through launch readiness, clinic training, and support for early adoption.

• Act as the primary contact for assigned clinic and health system customers on a day-to-day basis after the go-live phase.

• Monitor account health and usage to identify and address issues before they escalate.

• Direct recurring technical problems to Engineering and IT for long-term solutions.

• Conduct satisfaction surveys and prepare status reports.

• Provide customer insights for the quarterly Pulse of the Customer presentation to leadership.

• Deliver on-site and virtual training, with travel requirements of up to 50%.

• Assist in developing and documenting a consistent onboarding and implementation playbook.

• Aggregate dispersed customer knowledge into a centralized, organized company resource.

⛳️ Requirements

• Over 3 years of experience in customer success, client implementation, or technical account support, ideally within cardiovascular or health technology sectors.

• Proven ability to manage multiple customer accounts concurrently while adhering to strict timelines.

• Comfortable collaborating with client IT teams on integrations and effectively translating clinical and technical issues into clear directives for Engineering and IT.

• Experienced in tracking implementation outcomes and executing feedback mechanisms, including surveys and status reports.

• Excellent written communication and documentation abilities.

• Basic understanding of medical devices.

• Knowledge of CIED devices and clinical workflows is essential.

• Familiarity with RPM or wearable device technology is advantageous.

• Understanding of clinic workflows and patient enrollment programs is beneficial.

• Experience in building or maintaining a knowledge base.

• Familiarity with CRM, customer success, or project management tools is desired.