Customer Success Manager, Chicago

Five billion people in the world do not have access to safe and affordable surgery, and this is a problem everywhere, not just in developing countries. Proximie is on a mission to improve healthcare by transforming the world’s operating rooms into connected ecosystems of people, devices, and data.

Proximie’s advanced telepresence and cloud data solutions ensure seamless information flow in and out of the operating room (OR). Once collected, this data becomes a “single source of truth,” allowing healthcare professionals to utilize powerful analytics to identify patterns, trends, and bottlenecks, as well as uncover optimization opportunities.

Proximie empowers medical device companies and healthcare organizations with operating room intelligence to drive productivity and innovation.

Our key solution areas are:

Real-time Connectivity: Be in the operating room from anywhere.
Unified Data: Creating a single source of truth in the OR.
Analytics and Insight: Turning incisive insight into decisive results.
Video Library: Learn more from every procedure.

Proximie was Founded in 2016 by Dr. Nadine Hachach Haram, an NHS surgeon and is headquartered in London with offices in the United States and Lebanon. Proximie has 100 employees today and is deployed in over 50 countries.

Check out Nadine’s Origins Story here: https://www.proximie.com/about-us/

Position Overview

The Customer Success Manager will help us deliver our world-class digital platform that delights our customers and positively impacts the surgical landscape, empowering surgical communities worldwide. This is a field-based, customer-facing role covering the geographical region to ensure our case management capability delivers on what is best for the surgeon, the patient, and our business partners.

The Customer Success Manager will be responsible for expanding the number of Proximie users within an account whilst also ensuring existing customers are delivered an exemplary experience utilizing the Proximie platform. As this role will include onboarding and training new customers whilst also enabling existing customers in using the platform effectively, it would be advantageous for the Customer Success Manager to have some technical knowledge and experience of audio/visual hardware and software.

We are looking for a great communicator, team oriented but with the ability to work independently and possess the capacity for learning new skills quickly.

Job Responsibilities

COMMERCIAL & CUSTOMER SUCCESS

• Working within a designated territory, you will drive the clinical adoption of the Proximie platform within specified accounts. This will include engaging with Key Opinion Leaders within those institutions and a focus on expanding the number of Proximie users within specified accounts.
• Leading technical product and clinical demonstrations to ensure current utilization and adoption of Proximie technologies as well as helping to drive future sales expansion.
• Build engagement and value through the platform across divisions and specialties supporting the growth and retention of Proximie Customers.
• Ensure the delivery of an exemplary customer experience with each visit.
• Successfully onboard and train new customers in the utilization of our software.
• Ensure the full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement.
• Support live, clinical utilization of the Proximie platform in clinical areas, labs, training sessions, etc.
• Partner with leadership to identify training needs and provide instructional design input on crafting effective learning outcomes.

TECHNICAL EXPERTISE

• You will successfully deliver, connect, configure, and test all Proximie hardware/equipment and solutions to Proximie customers in a clinical setting.
• You will disconnect, remove, sanitize, and store equipment post case.
• You will participate in planning, testing, and coordination meetings.
• You will help to triage support calls for trouble shooting system/software issues as they arise, promptly escalating any technical need for resolution.

Requirements

• Minimum of 2 years related work experience with medical devices. Ideally with a SaaS, AV, hardware, or technical equivalent as part of your experience.
• Demonstrated ability to independently manage time and proactively schedule to best support customers and sales counterparts.
• Excellent communication and presentation skills.
• Collaborative team player with cross functional relationship building skills.
• The ability to travel up to 25% to customer sites th