Customer Experience Director
4 days ago
At Intellijoint Surgical, we're revolutionizing the field of hip and knee replacement surgeries with our innovative technology. Our products have been used in over 60,000 procedures, allowing us to gather valuable feedback from patients and surgeons to continually improve our solutions.
Job DescriptionWe're seeking a seasoned Customer Service Manager to join our Operations team as a key leadership figure. This role will be instrumental in driving strategic initiatives, creating scalable processes, and fostering collaboration across departments to ensure customer satisfaction and success.
This is an exceptional opportunity to work closely with customers, Sales teams, and cross-functional groups to align customer needs with company objectives. You'll be responsible for:
- Developing and executing the strategic vision for the Customer Success function, ensuring alignment with organizational goals
- Leading, mentoring, and growing a high-performing Customer Success team
- Maintaining strong relationships with key accounts to drive long-term customer retention
- Designing and implementing efficient processes across customer-facing functions, including billing, order management, and product support
To succeed in this role, you'll need:
- A Bachelor's Degree in Business or a related field (or equivalent experience)
- ~5+ years of experience in customer success, account management, or sales support roles, with at least 2 years in a leadership capacity
- Proficiency in CRM tools like Salesforce and advanced knowledge of MS Excel for data analysis and reporting
- A customer-focused mindset with a passion for delivering value and building strong relationships
As a Customer Service Manager, you'll enjoy:
- A highly collaborative environment with opportunities to contribute to the growth of our company
- The chance to work with innovative products that can improve surgical outcomes and enhance patient quality of life
- An open-door policy and regular feedback mechanisms to support your career development and growth
Estimated Salary: $85,000 - $110,000 per annum, depending on location and experience.
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Customer Experience Director
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Customer Experience Strategist
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