Customer Success Manager
2 months ago
ABOUT ORGANOX:
OrganOx has been transforming organ transplantation since 2008, leveraging groundbreaking normothermic machine perfusion technology in our flagship product, the OrganOx metra®. This technology helps preserve donor livers for up to 12 hours, in efforts to reduce organ discard rates and facilitate more successful transplants. We are an innovative, fast-paced global medical device company committed to improving transplantation outcomes. As part of our ongoing expansion in North America, we seek a motivated Customer Success Manager to join our team.
Position Summary
The Customer Success Manager (CSM) is the central point of contact and advocate within OrganOx for our new customers. The CSM is responsible for the initial onboarding of new customers, in partnership with the Sales and other cross-functional teams, to ensure a smooth, world-class customer experience. In addition, the CSM will maintain a close support relationship with the new customer following the completion of onboarding. The role requires an individual with a focused customer success background and project management competency. This position will be hybrid, with travel as needed, and be based out of the OrganOx US office located in Madison NJ.
Listed below are the major responsibilities of the role and a brief description of some of the key tasks to be performed. This list is not totally inclusive, and the person will be expected to complete tasks reasonably requested by the Director of Operations, North America.
Major Responsibilities
- Project Manage new customer onboarding which includes managing the customer needs to recruit specified resources, obtain specific drug products, acquire supporting equipment and operational space, schedule staff training, working closely with the Sales Territory Manager and hospital staff to meet all needs throughout the process while achieving a high-level of customer engagement
- Partner with the Sales Territory Manager and the Operations team to coordinate new device deployments as well act as the primary customer contact to manage OrganOx loaner devices
- Coordinate device maintenance and service with the customer and OrganOx cross-functional teams and provide updates to the customer as needed
- Understand the customer needs to build and maintain strong, long-lasting relationships
- Lead a customer success team and develop strategies and deploy initiatives to improve customer engagement and the customer onboarding process
- Develop and monitor Customer Success key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report monthly internally on customer health to Sr Management
- Coordinate education and training opportunities as needed
- Manage customer interactions and be available to meet the customer needs as required
- Adhere to the OrganOx Code of Conduct
- This role may require travel up to 30% travel.
Skills and Experience
- Excellent communication (written and spoken) and interpersonal skills; professional
- Strong organizational, project management and cross-functional collaboration skills
- Ability to build strong relationships with stakeholders at all levels
- Strong problem-solving skills and the ability to navigate complex customer environments
- Knowledge of best practices in Customer Success
- Familiarization with Hospital (EMR) Electronic Medical Records, Pharmacy, Laboratory, and Clinical staff
- Strong work ethic and ability to work efficiently in autonomy
- Experience using analytical, sales, and productivity tools including SAP, Microsoft Excel, Microsoft OneNote, Microsoft PowerPoint, and Microsoft SharePoint
Qualifications
- Bachelor’s degree or equivalent work experience
5+ years of experience in a Customer Success Manager, Account Manager or similar role
- Clinical hospital setting experience required
- Proven track record of managing and growing customer relationships with an expanding customer base
- Ability to lift, push or pull up to 50 pounds
A job description does not imply that the duties stated are the only ones to be performed by the job holder. Job holder will be required to follow any other job-related instruction as reasonably requested by their line manager or their designate.
WHAT WE OFFER:
At OrganOx, we value innovation, evidence, integrity, teamwork, respect, and passion. We offer competitive compensation and comprehensive benefits, including healthcare and retirement plans. We support work-life balance and provide opportunities for ongoing professional development.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.
-
Customer Success Manager
3 weeks ago
Madison, New Jersey, United States OrganOx Full timeAbout OrganOxOrganOx is a pioneering medical device company transforming organ transplantation since 2008. Our flagship product, the OrganOx metra, leverages groundbreaking normothermic machine perfusion technology to preserve donor livers for up to 12 hours, reducing organ discard rates and facilitating more successful transplants.Customer Success Manager...
-
Customer Success Manager
3 weeks ago
Madison, New Jersey, United States OrganOx Full timeAbout OrganOxOrganOx is a pioneering medical device company dedicated to revolutionizing organ transplantation. Our innovative technology, the OrganOx metra, enables the preservation of donor livers for up to 12 hours, reducing organ discard rates and improving transplantation outcomes.Job SummaryWe are seeking a highly motivated and experienced Customer...
-
Customer Success Manager
1 month ago
Madison, United States OrganOx Full timeABOUT ORGANOX: OrganOx has been transforming organ transplantation since 2008, leveraging groundbreaking normothermic machine perfusion technology in our flagship product, the OrganOx metra. This technology helps preserve donor livers for up to 12 hours, in efforts to reduce organ discard rates and facilitate more successful transplants. We are an...
-
Customer Success Manager
1 month ago
Madison, United States OrganOx Full timeABOUT ORGANOX:OrganOx has been transforming organ transplantation since 2008, leveraging groundbreaking normothermic machine perfusion technology in our flagship product, the OrganOx metra®. This technology helps preserve donor livers for up to 12 hours, in efforts to reduce organ discard rates and facilitate more successful transplants. We are an...
-
Customer Success Manager
3 weeks ago
Madison, United States OrganOx Full timeABOUT ORGANOX: OrganOx has been transforming organ transplantation since 2008, leveraging groundbreaking normothermic machine perfusion technology in our flagship product, the OrganOx metra. This technology helps preserve donor livers for up to 12 hours, in efforts to reduce organ discard rates and facilitate more successful transplants. We are an...
-
Customer Success Manager
2 weeks ago
Madison, United States OrganOx Full timeABOUT ORGANOX: OrganOx has been transforming organ transplantation since 2008, leveraging groundbreaking normothermic machine perfusion technology in our flagship product, the OrganOx metra®. This technology helps preserve donor livers for up to 12 hours, in efforts to reduce organ discard rates and facilitate more successful transplants. We are an...
-
Customer Success Manager
3 weeks ago
Madison, Wisconsin, United States Zendesk Full timeAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our Global Scaled Customer Success organization. As a key member of our team, you will be responsible for delivering exceptional customer experiences, driving customer growth, and ensuring customer satisfaction.Key ResponsibilitiesDevelop and execute comprehensive customer success...
-
Customer Success Manager
3 weeks ago
Madison, New Jersey, United States OrganOx Full timeAbout OrganOxOrganOx is a pioneering medical device company that has been revolutionizing organ transplantation since 2008. Our flagship product, the OrganOx metra, utilizes groundbreaking normothermic machine perfusion technology to preserve donor livers for up to 12 hours, reducing organ discard rates and facilitating more successful transplants.Job...
-
Customer Success Manager
2 weeks ago
Madison, United States OrganOx Full timeABOUT ORGANOX: OrganOx is an innovative, fast-paced, global medical device company with a mission to save lives by making every donated organ count. We are a commercial stage organ technology company, spun out of the University of Oxford in 2008, committed to improving transplantation outcomes throughout the world. The companys first product, the OrganOx...
-
Customer Success Manager
1 month ago
Madison, Alabama, United States Sprocket Security Full timeCustomer Success ManagerAt Sprocket Security, we're on a mission to help businesses secure their future. As a Customer Success Manager, you'll play a vital role in driving customer satisfaction and growth. Your expertise will help our clients maximize the value of our Offensive Security platform, ensuring they stay ahead of cyber threats.Key...
-
Customer Success Manager
4 weeks ago
Madison, Wisconsin, United States Exact Sciences Full timeJob Title: Customer Success ManagerExact Sciences is seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our targeted customers.Key Responsibilities:Provide account management services and support to...
-
Customer Success Manager
3 weeks ago
Madison, Wisconsin, United States Exact Sciences Full timeCustomer Success ManagerAt Exact Sciences, we're committed to delivering exceptional customer experiences that drive business growth and customer satisfaction. As a Customer Success Manager, you will play a critical role in achieving this goal by providing account management services and support to our targeted customers.Key Responsibilities:Provide...
-
Scaled Customer Success Manager
2 weeks ago
Madison, Wisconsin, United States Zendesk Full timeAbout the RoleZendesk is seeking a highly skilled Scaled Customer Success Manager to join our team. As a key member of our Global Scaled Customer Success organization, you will be responsible for delivering exceptional customer experiences and driving long-term success for our customers.About YouWe are looking for a dynamic and experienced professional with...
-
Senior Customer Success Manager
3 weeks ago
Madison, Wisconsin, United States Findhelp, A Public Benefit Corporation Full timeAbout the RoleWe're seeking a highly motivated and experienced Customer Success Manager to join our team at Findhelp, A Public Benefit Corporation. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success with our platform, and driving growth and...
-
Scaled Customer Success Manager
3 weeks ago
Madison, Wisconsin, United States Zendesk Full timeAbout the RoleWe are seeking a highly skilled and experienced Scaled Customer Success Manager to join our Global Scaled Customer Success organization. As a key member of our team, you will be responsible for delivering 1:1 engagements, facilitating 1:Many webinar events, and scaled campaigns to ensure our customers derive value, are optimized for success,...
-
Senior Customer Success Manager
3 weeks ago
Madison, Wisconsin, United States Findhelp, A Public Benefit Corporation Full timeAbout the RoleWe're seeking a highly skilled Senior Customer Success Manager to join our team at Findhelp, A Public Benefit Corporation. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our clients, driving product adoption, and ensuring their success with our...
-
Enterprise Customer Success Manager
3 weeks ago
Madison, Wisconsin, United States Rentable Full timeUnlock Your Potential as an Enterprise Customer Success ManagerWe're on a mission to revolutionize the rentals industry, and we need talented individuals like you to join our team at Rentable. As an Enterprise Customer Success Manager, you'll play a pivotal role in driving customer relationships that promote growth and retention.Key...
-
Customer Success Professional
1 week ago
Madison, New Jersey, United States OrganOx Full timeAbout the RoleOrganOx is seeking a highly skilled Customer Success Manager to join our team. This role is responsible for the onboarding of new customers and maintaining a close support relationship with them following the completion of onboarding.The ideal candidate will have a strong background in customer success and project management, with experience in...
-
Customer Success Professional
3 weeks ago
Madison, Alabama, United States Sprocket Security Full timeCustomer Success ManagerAt Sprocket Security, we're dedicated to helping businesses secure their digital presence. As a Customer Success Manager, you'll play a crucial role in driving customer satisfaction and success while contributing to the development of our customer success processes.Key Responsibilities:Champion Customer Success: Be the primary point...
-
Director, Customer Success
15 hours ago
Madison, United States Rentable Full timeJob DescriptionJob DescriptionWe're Changing the Rentals IndustryWe're a profitable, growth-stage company building industry-leading martech and data SaaS products for the rentals industry. While originally known for building and operating one of the U.S.'s largest rental marketplaces - Rentable, we recently launched a martech product and a...
