Arthrex · 9 hours ago
Customer Success Manager, Associate (Remote)
Naples, FL
Full-time
Remote
Entry Level
$55K/yr - $75K/yr
1+ years exp
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Responsibilities
Accountable for the customer’s overall success with Arthrex Medical Education Technology, including onboarding, adoption, retention, customer health, and satisfaction
Act as a trusted customer point of contact throughout the customer’s lifecycle, define measurable success, plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
Drive adoption of Arthrex Medical Education Technology, using data to provide insights and progress from baseline through the maturity curve
Develop, drive and measure key performance metrics such as customer satisfaction, customer retention, customer churn, volume trends, net promoter score, success of customer success initiatives, and the overall health of the customer experience. Accountable for all metrics related to customer experience.
Guide customers to develop and enhance their digital learning program by providing relevant tools and other resources
Become a champion of Arthrex digital learning programs and products and use this knowledge to effectively guide customers towards their desired outcomes
Maintain a cadence of communicating with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement
As the customer support lead for Medical Education Technology, evaluate client requests to ensure that critical issues are resolved
Be the voice of the customer internally at Arthrex–sharing strategic use-cases, process improvements and asks back into the internal ecosystem
Contribute to ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success
Responsible for developing knowledge base content, and training guides related to customer support and success
Engage with Medical Education Technology and Arthrex stakeholders to translate customer feedback into product requirements and feature enhancements. Review and provide input on proposed changes to ensure customer satisfaction.
Qualification
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Required
Passion for driving customer success and measurable outcomes
Understanding and application of basic principles and concepts related to customer success management and operations
Strong consulting skills and proven results working as a trusted advisor to drive value for clients
Ability to prioritize, multi-task, and perform effectively under pressure
Effective project management and organizational skills, specifically managing a high-volume customer base
Exceptional organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital learning with the ability to articulate its features and benefits to all levels
Ability to work both collaboratively and autonomously with a strong work ethic and positive attitude
Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility
Associate’s Degree required, preferably in business administration or education
Preferred
1 year or less of Customer Success experience in a medical device or technology organization
Technical certifications or professional development related to customer success, public speaking, or similar
Benefits
Medical, Dental and Vision Insurance
Company-Provided Life Insurance
Voluntary Life Insurance
Flexible Spending Account (FSA)
Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
Matching 401(k) Retirement Plan
Annual Bonus
Wellness Incentive Program
Gym Reimbursement Program
Tuition Reimbursement Program
Trip of a Lifetime
Paid Parental Leave
Paid Time Off
Volunteer PTO
Employee Assistance Provider (EAP)
Company
Arthrex
Arthrex is a global medical device company and leader in new product development and medical education in orthopedics.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Eric Butler
Sr. Director - Surgical Imaging and Integration
Kazu Miyahara
Engineering Manager
Recent News
2024-12-16
Company data provided by crunchbase
