Customer Success Specialist - EMEA

Are you passionate about health technology and eager to make a tangible impact on patient care? Pulsenmore is seeking a dynamic EMEA Customer Success Specialist to join our innovative team and help revolutionize home ultrasound technology. 

Pulsenmore is an emerging leader in connected, patient-driven, home ultrasound. We are on a mission to dramatically improve access to care while increasing convenience and efficiency for healthcare providers, patients and payers alike. Our first product, the Pulsenmore ES, is a hand-held pregnancy monitoring solution that docks with a smart phone and makes it possible for every expectant mother to self-scan and receive remote clinical assessment by her healthcare provider. The company is based in Israel and its North America headquarters are in Boston, MA.

Our team is small but mighty – and constantly growing! We are laser-focused on bringing care to where people are, and seek to collaborate with like-minded, agile and driven individuals who want to solve healthcare’s most challenging problems.

Our core values are:

·  People-centered. We believe that magic happens when people from diverse backgrounds come together and collaborate.

·  Passion for connected care. We find purpose in our work and derive energy from coming up with creative, meaningful solutions that seamlessly integrate into existing infrastructures.

·  Simplicity and integrity always. We strive to simplify what’s complex and have a strong moral compass to always behave ethically and responsibly.

· Curiosity and humility. Not one person has all the answers. We ask direct questions and encourage continuous learning, cultivating personal and professional development.  

Our EMEA Customer Success Specialist will be at the heart of our commercial organization. You are the single-point-of-contact for our B2B customers, managing their onboarding, driving adoption, monitoring their satisfaction and measuring success. You are responsible for developing customized accounts plans and nurturing relationships, ensuring their experience exceeds all expectations.

Specifically, in this role you can expect to:

·        Design and implement a comprehensive customer journey, including onboarding, training, roadmap development, and ongoing customized account management

·        Act as the primary point of contact for key accounts, fostering strong, long-term relationships

·        Lead the logistics and operations necessary for the successful delivery and adoption of our products and solutions by customers

·        Demo the Pulsenmore device to prospective clients and lead the training for existing clients, including clinicians and IT staff.

·        Work closely with sales to review customer end-to-end processes quality, evaluate effectiveness and prioritize opportunities for short- and long-term improvements; develop dashboards and reporting scorecards

·        Collaborate with cross-functional teams, including Product, R&D, and Support, to address customer feedback, influence product enhancements, and ensure the alignment of our solutions with customer needs

·        Provide customer insights and support Marketing in generating clinical, operational and economic evidence and proof points, in support of pre- and post-market introductions

·        Provider Tier 1 and Tier 2 technical support as required

·        Create and maintain a knowledge base and resource center for customers, including guides, FAQs, and best practices to enhance their engagement with our products.

To succeed in this role, we are looking for the following:

·        Bachelor’s degree in relevant field

·        4+ years in a customer success, training or related function

·        Track record of building and scaling customer success programs in a fast-paced, high-growth environment.

·        Proven ability to gather data, synthesize information, and create an insightful analysis that both educates and outlines a clear direction for action

·        Proven ability to design and implement an onboarding curriculum for both in person and virtual training activities 

·        Demonstrated capabilities of delivering and managing complex projects

·        Strong verbal, written and presentation skills

·        Entrepreneurial and data-driven mindset to identify and capitalize on opportunities for improvement and new ways of working

·        Strong business acumen and understanding of a full range of business principles

·        Experience working cross-functionally with culturally diverse teams

·        Strong project management skills, including the ability to prioritize, manage multiple initiatives, and deliver on time and within scope

·        Understanding of care pathways, and the many players in healthcare

·        Experience with Ultrasound technology is beneficial

·        Oral and written fluency in English and at least one additional European language (French, Italian, Spanish or German)