Customer Success Manager

Who is Anatomage?

Anatomage is committed to transcending the limitations of existing medical education with innovative products that elevate the teaching and learning process. Our staff is relentlessly committed to quality and customer satisfaction, striving to make sure our customers realize the full benefits of our unique products.

Anatomage is the global 3D medical application leader. Our products are currently installed and used in thousands of universities, institutions, clinics, and hospitals all over the US and world-wide. The Anatomage Table is the most technologically advanced 3D anatomy visualization system for anatomy education and is being adopted by many of the world’s leading medical schools and institutions.

About the Role

We are looking for an experienced Customer Support Manager to provide excellent customer service to our Anatomage end-users and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

A Customer Support Manager will work with a team of Customer Support Representatives and oversee their customer service operations. They will also work with managers in other departments to address customer complaints or concerns as needed.

This is an on-site position based in the company's headquarters in Santa Clara. Local candidates preferred.

What You’ll Do

• Supervising the daily operations of the Anatomage’s customer support team
• Facilitating all Anatomage customer onboarding, adoption, and expansion.
• Spearheading customer relationship management to address and resolve all installation and service issues.
• Identifying key opportunities by monitoring customer activities and developing solutions.
• Setting customer service goals for team members and helping them reach those goals
• Interacting with customers and handling customer queries and complaints in a timely manner
• Maintaining ongoing relationships with existing customers
• Making weekly and monthly reports and surveys and making suggestions to the development team, sales as well as marketing team.
• Identifying and tracking KPI's, market trends, reporting these findings by delivering regular business reviews and success plans to management team.
• Influencing customer success through educating customers on Anatomage’s revolutionary products or services.
• Collaborating with sales, marketing and product development team to deliver solutions and tools to customers

Requirements

Skills and Abilities Required

• Possess a customer-centric mindset, strong analytical background, think critically, synthesize new data quickly and prioritize efficiently.
• 5 + years of experience in customer service or customer support position strongly preferred
• Exceptional ability to communicate and foster positive business relationships
• Experience in managing a diverse group and training each according to Anatomage’s standards
• Ability to establish milestones and keep all team members on task
• Deep understanding of customers concerns and thoughts regarding the use of Anatomage Products and the ability to troubleshoot as needed
• Demonstrated success in building and implementing programs that engage, educate and deliver results against pre-defined measurement criteria
• Confident and eloquent communicator in writing, speaking and facilitation.
• Knowledge of Human Anatomy, products and their use across customer segments is ideal

Qualities We Look For

• Familiar with Salesforce, Outreach,or other CRM systems.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Strong analytical skills and ability to multitask
• Strong time-management skills
• Team player, who is pro-active and owns accountability

Minimum Education and Experience Required

• Bachelor's degree in a relevant field (Business Administration, Anatomy, Public Health, Sales, Communication, etc.) required

Benefits

What We Offer

• Health, Dental, and Vision care for you and your family

• 401K savings plan with employer matching

• Generous PTO leave and paid holidays

• Opportunity to grow with the company
• On-site gym facility
• Fun, casual and blooming culture

About Anatomage

Anatomage has been financially robust and growing for 15 consecutive years. Doctors world-wide have enthusiastically responded to the company’s products, ma