Do you thrive on building meaningful relationships and empowering people to achieve better health outcomes? Are you passionate about innovative technology and its potential to improve lives? If so, then Theranica wants you!
Theranica is a leading neuromodulation therapeutics company dedicated to developing and delivering effective solutions for chronic pain management, starting with migraine. We are seeking a passionate and experienced Customer Success Manager to join our growing team and lead the efforts for our breakthrough product, Nerivio.
About Nerivio:
Nerivio is a non-invasive, wearable device that utilizes remote electrical neuromodulation (REN) technology to help manage migraine.
About the Role:
In this pivotal role, you will be the champion for Nerivio customer success. You will build strong relationships with Nerivio consumers, ensuring they understand how to use Nerivio effectively to achieve their pain management goals. You will play a key role in maximizing their user experience, overall satisfaction, increasing product adoption, and ultimately, improving health outcomes.
Responsibilities:
Lead and manage a team of customer support representatives, providing guidance, coaching, and support to ensure high performance and job satisfaction. Set clear goals and expectations, monitor performance metrics, and provide regular feedback and recognition.
Onboard new Nerivio users, providing comprehensive product education and training.
Proactively engage with consumers and customers, addressing their questions and concerns, and ensuring a positive Nerivio experience.
Develop and implement strategies to drive product adoption and long-term user engagement.
Track and analyze customer success metrics, identifying areas for operational improvement and program optimization.
Collaborate with cross-functional teams (Medical Affairs, Market Access, Marketing and Sales) to ensure a seamless user journey and continuous product improvement based on customer feedback.
Champion the voice of the customer within the organization.
Qualifications:
Minimum 5-7 years of experience in customer success with documented increase in responsibility, ideally within the healthcare or medical device industry. At least 3-5 years as manager of a consumer facing team.
Proven track record of building strong relationships and exceeding customer expectations.
Excellent communication and interpersonal skills, with the ability to build rapport with patients from diverse backgrounds.
Bachelor's degree in healthcare administration, business administration, or a related field or relevant equivalent experience.
Strong understanding of the user journey and ability to translate complex medical concepts into clear, actionable information.
Proficiency in customer relationship management (CRM) software and data analysis tools. A passion for patient advocacy and improving health outcomes through innovative technology.
Bonus points:
Experience with remote patient monitoring or digital health solutions.
Understanding of chronic pain management and migraine.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Medical Equipment Manufacturing, Biotechnology Research, and Pharmaceutical Manufacturing
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