Customer Success Manager - Remote Patient Monitoring Solutions

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Posted 10 days ago United States Salary undisclosed
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Job Description

About us:

Withings aims to be the most trusted name in clinical-grade smart health devices. Already the leading innovator of smart scales, our ecosystem includes blood pressure and sleep monitors, thermometers, and health/activity wearables, too. Ergonomic and unobtrusive, Withings devices appeal to the eye, as well as look after the heart. Our intuitive and reliable interfaces make a daily checkup a breeze, and this helps us achieve our most important goal: changing people's lives.

Today, our products power a diverse and growing set of health programs centered on disease prevention and promoting healthy habits - whether it's Remote Patient Monitoring (RPM), clinical research, or chronic disease management, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices and data connectivity options, and our remote patient monitoring platform.

About the role:

We are looking for a Customer Success Manager to support customers of our MedProCare solution. MedProCare is an RPM platform that enables health care providers and program administrators to remotely collect and analyze patient and participant data using Withings devices.

As Customer Success Manager, you will help health care professionals learn to use MedProCare to run their RPM programs and studies, sharing training and best practices, and providing assistance to root out any issues that may occur. You will work cross-functionally with customer support, sales admin, and developer teams to meet various customer demands and requests, including device and application support, order and delivery issues, and reporting bugs and feature requests. Most importantly, you will be there for the customer, building their trust and confidence so that they can run successful programs and research with MedProCare.

The Customer Success Manager is a vital role within a growing division with strategic importance. We seek a qualified and highly motivated individual who wants to actively participate in the start-up and acceleration of this new business unit.

Responsibilities:
  • Onboard new customers to MedProCare by guiding them through initial configuration and providing training and best practices
  • Grow MedProCare accounts by helping customers to increase utilization
  • Be the first point-of-contact for customer issues
    • Focus on essential customer activities, including sales forecasting, account renewal, and upsell/growth
    • Resolve any issues and questions raised by program administrators
    • Enable program administrators to provide effective support to their patients/participants
  • Manage device support for program administrators and participants/patients
  • Report customer feedback and issues to help development teams to improve the product
  • Work with sales admin, customer support, and finance teams to resolve order, technical, and billing issues
Requirements
  • Bachelor's Degree or higher in business or related technical field
  • 1-5 years previous experience in customer success/account management or similar role
  • Willingness and ability to learn both the technical and medical aspects of Withings' offering to develop a strong knowledge and position yourself as an expert
  • Enthusiasm for Withings' preventive health mission and the potential of technology to improve our lives
  • Desire to work hard and collaborate cross-functionally within a diverse, start-up environment
  • Strong ability to engage with others, to understand their needs, and create strong, long-lasting relationships
  • Project management/implementation experience
  • Exceptional command of English in writing and speech
  • Strong analytical and critical thinking abilities; insight and attention to detail
  • Independence and sound decision making
  • Flexibility and resilience; ability to reprioritize and adapt to evolving customer needs on the fly
  • Experience with CRM (Salesforce)
  • Excel proficiency (analysis and reporting)
This position will be based in our Boston, MA office and may require some travel for customer meetings and events.

Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Free Food & Snacks
  • Fitness Club Reimbursement
  • Healthcare & Dependent Care FSA
  • Commuter FSA
  • Bike-to-work benefit