Customer Success Manager, EMEA

AtriCure, Inc. provides innovative technologies for the treatment of Afib and related conditions. Afib affects more than 33 million people worldwide. Electrophysiologists and cardiothoracic surgeons around the globe use AtriCure technologies for the treatment of Afib and reduction of Afib related complications. AtriCure’s Isolator® Synergy™ Ablation System is the first medical device to receive FDA approval for the treatment of persistent Afib. AtriCure’s AtriClip® Left Atrial Appendage Exclusion System products are the most widely sold LAA management devices worldwide. AtriCure’s Hybrid AF™ Therapy is a minimally invasive procedure that provides a lasting solution for long-standing persistent Afib patients. AtriCure’s cryoICE cryoSPHERE® probe is cleared for temporary ablation of peripheral nerves to block pain, providing pain relief in cardiac and thoracic procedures. For more information, visit AtriCure.com or follow us on Twitter @AtriCure.

We foster a culture of inclusion by embracing diverse experiences and individuals where everyone’s authentic self is welcome. We offer supporting programs and resources that provide enriching and equitable opportunities for each person to contribute professionally and personally.

POSITION SUMMARY:

The Manager of Customer Success EMEA will be responsible for the overall management of support activities for the AtriCure European sales force and its customers. This entails working with all functional groups to support the sales process. Essential position duties include but are not limited to customer relations development, support of sales rep activities, direct management of Customer Success team, and creation and implementation of strategies that comply with AtriCure’s quality and regulatory requirements for succeeding in the European and extended marketplaces.

ESSENTIAL FUNCTIONS OF THE POSITION:

• Manage/mentor the Customer Success team, emphasizing key aspects of support, including timeliness, accuracy, responsiveness, proactive considerations, and relationship management.


• Responsible for all sales rep and territory support activities


• Manage approval process for credits and returns


• Generate KPI metric reports and provide analysis for sales management.


• Facilitate successful implementation of new programs through the service and sales organizations by ensuring a well-defined, thorough, and efficient sales process is in place for launch.


• Foster an environment of continuous improvement.


• Maintain working knowledge and enhancements of the CRM platform.


• Collect and analyze data that contributes to efficiencies of the team.


• Demonstrate thoughtful and effective communication with consideration to the audience and inclusion of related departments.


• Consistently provide fully executed processes with checkpoints built-in while taking into consideration the impact on other departments


• Evaluate current support processes and identify areas of opportunities or improvement to streamline and simplify.


• Manage product constraints that could impact orders from shipping.


• Manage back-order situations by guiding the Customer Success team with consideration to throttling product quantities for priority needs.


• Proactive leadership that demonstrates thorough completion of customer success projects, team engagement, developing process improvements, and identifying process gaps.


• Focused participation in meetings, providing input and feedback to move business forward.


• Create a culture of customer service, professionalism, patient first, urgency around priorities and responses.


• Manage sales order processing in accordance with internal SOX and auditing requirements.

BASIC QUALIFICATIONS:

• Bachelor’s degree required or demonstrated equivalent combination of education, training, and experience.


• Demonstrates self-learning and building relationships.


• 5-10 years of excellence in customer service


• Proficiency in Microsoft Office Suite


• Strong written/verbal communication skills


• Ability to travel 40%

AtriCure has a variety of benefits available for US based employees and their families. Examples include Medical & Dental beginning day 1 of employment, 401K plus match, 30 days of paid Parental Leave, in addition to maternity leave, for new moms and dads, Volunteer Time off, Pet Insurance, and more. Corporate-based employees also have full access to our on-site fitness center and cafeteria. To see a complete list of our benefits, please visit our careers website: https://www.atricure.com/careers-atricure/benefits.

AtriCure participates in the federal E-Verify program to confirm the identity of and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here https://www.e-verify.gov AtriCure is an Equal Employment Opportunity/Affirmative Action employer and provides Drug Free Workplaces. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national or ethnic origin, age, protected veteran status, status as an individual with disability, sexual orientation, gender identity or any other characteristic protected by federal, state, or local law(s).

You may access our global privacy policy here: https://www.atricure.com/privacy