Customer Success Manager

🕒 Julho 27

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Implicity

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

🏥 Saúde

🤖 Inteligência Artificial

☁️ SaaS

💰 Venture Round - Implicity em 2024-07

Healthcare • Artificial Intelligence • SaaS

A Implicity é uma empresa de tecnologia em saúde impulsionada por IA, focada em monitoramento cardíaco remoto. Sua plataforma em nuvem centraliza e padroniza os dados de dispositivos eletrônicos implantáveis cardíacos (CIED) e aplica algoritmos de IA aprovados pela FDA (como ILR ECG Analyzer e SignalHF) para filtrar alertas, prever hospitalizações, reduzir falsos positivos e priorizar eventos clinicamente relevantes. A plataforma também automatiza fluxos de trabalho e faturamento, apoia equipes de cuidado, médicos e usuários de TI/administração, e é respaldada por evidências clínicas que mostram redução na mortalidade e estadias hospitalares mais curtas em comparação com o monitoramento remoto convencional.

Descrição

• Manage the entire onboarding process for new clients, ensuring they are set up for success and trained effectively on Implicity’s remote monitoring platform. • Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs. • Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution. • Work closely with the sales team pre- and post-sale to align on customer needs and ensure a seamless transition from sales to customer success. • Monitor key customer success metrics, including Net Promoter Score (NPS) and customer adoption trends, focusing on maintaining high levels of customer satisfaction and reducing churn. • Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement. • Serve as the primary liaison between customers and Implicity’s internal teams, keeping customers informed about platform updates, new features, and best practices. • Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience. • Travel to medical centers across North America as needed (approximately 20%).

🎯 Requisitos

• Bachelor’s degree or equivalent experience in healthcare technology, customer success, or related fields. • Minimum of three years’ experience in customer success/onboarding, preferably in the medical device or healthcare industry. • Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred. • Familiarity with reimbursement codes for remote monitoring and working with clinical stakeholders (physicians, nurses, and service line administrators). • Experience managing complex projects and cross-functional teams. • Proficiency in using CRM tools (e.g., Salesforce, Airtable) and collaboration tools (e.g., Slack, Notion).

🏖️ Benefícios

• Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents) • 401K : up to 4% match • 25 PTO + 9 bank holidays • Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid