Customer Success Manager

Los Angeles, CA         ·           Full Time

About our Company

Founded in 2013, NovaSignal Corp. is a medical technology company whose mission is to save lives by unlocking the hidden power of blood flow data. We get up every day with the goal of making the world a better place by improving the lives of people suffering from brain driven diseases such as stroke. Our FDA-cleared, AI-driven, robotic ultrasound system is revolutionizing healthcare and will help millions of people across the globe as we continue to expand our reach. We are looking for people to join our rapidly growing team who are not afraid to roll up their sleeves, get to work, and make a difference in the world!

If you are someone who is looking to make a big impact, partner with outstanding talent, and take your career to the next level, we encourage you to join us! You would be an excellent fit if you pride yourself in being a self-starter, adaptable, highly organized, big thinker, analytical, and have a strong eye for detail.

About the Role

As our Customer Success Manager, you will

• Serve as primary point of contact in onboarding customers during implementation lifecycle, including:
  • Schedule and lead customer implementation calls.
  • Track, document, and organize site implementation information.
  • Coordinate field service, training, and app deployment with the Service, Medical Education, and Cloud Engineering teams.
  • Coach and effectively prepare sites for a successful go-live.
• Use clinical expertise and knowledge of hospital workflows to guide TCD program development and expansion.
• Maintain ongoing knowledge with ultrasound technologies and management.
• Manage client relationship and provide amazing customer responsiveness and experience prior, during, and post go-live.
• Conduct customer reviews evaluating utilization & performance to drive product adoption.
• Proactively identify, assess, and convey issues back to customers with expected time of resolution.
• Gather customer concerns and coordinate regular responses back to customers based on discussions with engineering teams.
• Represent the voice of the customers and give feedback to influence the roadmap of product features and milestones to management.
• Maintain strong adherence to Service Level Agreements.

What you bring

• 3-5 years of progressive experience in customer service, success management or similar customer-focused role
• Imaging, neurovascular, clinical, or healthcare admin/IT background
• Bachelor’s Degree in Health Sciences – OR- equivalent work experience
• Successful track record of managing multiple priorities and initiatives concurrently
• Strong critical thinking and analytical skills
• Strong social and interpersonal skills
• Excellent communication skills (phone, email, chat, and documentation)
• Prior healthcare/clinical experience and certifications
• Experience supporting FDA-regulated software is a plus
• This position requires some travel

Additional Perks/Benefits

NovaSignal Corp. takes pride in our employees and offers a variety of benefits, wellness programs, and company perks including:

• Competitive medical, dental, and vision plans
• 401K with NovaSignal match
• Short- and long-term disability
• Life insurance
• Flexible spending, health savings, and health reimbursement accounts
• Flexible PTO
• Paid holidays and sick days
• Team bonding events
• Promotions from within

EEO Statement

NovaSignal is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Please click here to apply.