About Us

Trexo Robotics (Y Combinator Company) is enabling mobility by building powered wearable robots. Our first product is a robot for children with movement disorders such as Cerebral Palsy, and it allows kids to walk, in many cases, for the first time in their lives. The device is currently being used by hundreds of families and the best hospitals across North America.

We are constantly working towards building mobility solutions for all. At Trexo Robotics, you will find a flat organization where you can work with highly optimistic, low ego, and exceptionally talented individuals who look forward to solving hard problems.

About The Job

We are a fast-growing startup and are looking for a highly motivated Customer Success Manager. As a physiotherapy assistant, this role is the best way to use technology to amplify your abilities and provide care and benefit to hundreds of children all over the continent.

You will be a crucial member of the team and the primary point of contact between the team and its customers. Your role will involve delivering this life-changing device to families and hospitals. You will train people on how to use the device, work with them to set achievable goals and success metrics, and follow their journey from deployment onwards. This is a unique opportunity to work at a fast-growing startup, while directly improving lives our clients.

Trexo's work doesn’t stop with children. We are working towards building mobility solutions for all. At Trexo Robotics, you will find a flat organization where you can work with highly optimistic, low ego, passionate and talented individuals who look forward to solving hard problems.

This position can be a hybrid role based in the Mississauga office, with 3 days working on-site, or it can be fully remote , offering the flexibility to work from anywhere in Canada or the United States.

About You

You are detail-oriented and methodical. You have excellent communication skills - verbal and written. You are a quick learner, capable of troubleshooting both physiological setup errors and technical issues with ease. You have an intrinsic desire to help customers (and the patience to do so). You have a continuous improvement mindset, and are always looking to improve the status-quo. You love asking 'why' multiple times, until you understand something from first principles. You thrive in unknown situations. You can apply logical reasoning, find solutions, and lead. You don’t shy away from taking a customer call on weekends or outside business hours.

What You'll Do

Perform video-based customer training to excited customers receiving their Trexo devices. Provide check-ins on regular intervals after deployment. Collaborate with customers to establish clear goals, nurturing their satisfaction. Proactively reduce customer churn through high-touch interactions and personalized support. Build KPIs to track the customer satisfaction and team's performance. Address individual customer queries on a daily basis (we have chat groups with each user). Help design and validate upcoming research studies with our clinical partners all around North America. Attend conferences with KOLs in the space and end users, with potential for presenting at the conferences. Manage customer issues by creating tickets and prioritizing them for resolution. Oversee case reviews to ensure all necessary documentation and data are well-prepared before delivery. Troubleshoot electrical, mechanical, software issues by looking at logs or via video calls. Develop training plans and videos to streamline the support/training process. Provide feedback to the engineering and production teams on issues and suggestions by users.

Required Skills

2+ years experience working as a Physiotherapy Assistant (or equivalent experience). Excellent verbal and written communication skills. Understanding of human kinematics. Experience in paediatric physical therapy. Excellent interpersonal skills and high levels of emotional intelligence. Ability to occasionally travel between Canada and USA.

Nice to Have

Experience with tools like Hubspot and Airtable.

Compensation And Benefits

Competitive pay and stock options. Unlimited Vacation policy. Group benefits plan - including a $1000 Health Care Spending Account. Office snacks. Dog-friendly office environment.

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