Customer Success Manager

🕒 2 dias atrás

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Murj | Empowering Modern Cardiac Device Care

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2015

🏥 Saúde

⚕️ Seguro de Saúde

☁️ SaaS

💰 Series B em 2018-05

Healthcare • Healthcare Insurance • SaaS

A Murj é uma empresa dedicada a capacitar o cuidado moderno de dispositivos cardíacos através de soluções de software inovadoras. Eles oferecem plataformas de classe empresarial que melhoram a gestão da saúde dos pacientes permitindo que os provedores de saúde acessem dados abrangentes de dispositivos cardíacos remotamente. Com automação avançada e interfaces intuitivas, a Murj permite que os clínicos monitorem eficientemente dados dos pacientes, gerenciem fluxos de trabalho e integrem-se perfeitamente com sistemas de registro eletrônico de saúde (EHR) existentes, garantindo ao mesmo tempo a segurança das informações dos pacientes através de práticas de SaaS de ponta.

Descrição

• Guide new customers through setup, implementation, onboarding, and post-launch optimization • Oversee onboarding projects using project management software to track progress, tasks, and completion • Develop expertise in Murj Analytics, Billing, and Clinic Workflows to support and train customers • Provide real-time customer support by phone, email, chat, and other channels • Monitor and respond to inquiries through Intercom • Troubleshoot issues, answer workflow questions, and escalate complex problems • Assist customers with billing inquiries, invoice explanations, payment processing, and account adjustments • Train customers on Murj Analytics, reporting, metrics, and platform functionality • Lead onboarding calls and support clinic launches • Track and report business expenses • Share knowledge, train team members, develop educational materials, and document workflows • Complete onboarding projects and compliance metrics on time • Collaborate with Senior Customer Success Managers, Project Managers, product, data, QC, engineering, and other cross-functional teams • Document and relay customer feedback to internal teams • Analyze and forecast support trends • Handle Tier 0 escalations and coordinate technical issue resolution • Meet response-time, customer-satisfaction, and ticket-efficiency targets • Maintain accurate data reporting sources, including Salesforce and tracking spreadsheets

🎯 Requisitos

• 2 years of experience with CIEDs or an equivalent certificate, education, or relevant experience such as Cath Lab or Device Clinic • Willingness to travel up to 50% of the time • Proficiency with Intercom, Jira, and Excel • Experience with support tools such as Intercom, Salesforce, and G-Drive • Strong understanding of Murj workflows and product features • Skilled in ticket triage, knowledge base development, and customer guidance • Strong business acumen and product intuition • Excellent written and verbal communication skills • Comfortable working autonomously and taking initiative • Good judgment about when to escalate issues • Ability to communicate project needs assertively • Critical thinking and curiosity • Detail-oriented, organized, and quick to learn new systems • Strong follow-through and customer empathy • Nice to have: Murj experience, enterprise healthcare client experience, healthcare IT knowledge, EHR/EMR experience, or IBHRE certification

🏖️ Benefícios

• Full medical insurance • Dental insurance • Vision insurance • Open vacation policy • More than 10 annual company holidays • Competitive compensation • Equity participation • 401(k) after 3 months of service • Opportunity for progression, creativity, and ownership • Supportive team environment • Promotion from within