Customer Success Manager

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
• This role require up to 30% travel
• Adhere to the letter and spirit of OrganOx’s Code of Conduct and all other company policies.

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.