Director of Customer Success – Remote

 Hayward, CA           ·             Full time

Who We Are

RefleXion transforms radiopharmaceuticals from diagnosing cancer to actively controlling delivery of external-beam radiotherapy by leveraging individual tumor biology. Designated an FDA Breakthrough Device, RefleXion’s SCINTIX™ biology-guided radiotherapy automates targeting and motion management to overcome long-standing barriers preventing definitive radiotherapy for metastatic disease. In strategic collaborations with radiopharmaceutical companies, RefleXion is co-developing and co-commercializing disease-specific radiotracers for difficult to treat late-stage cancers.

Find out more about RefleXion and SCINTIX therapy at reflexion.com.

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About This Role

The Director of Customer Success owns the success of our customers and by extension the success of RefleXion. Their primary focus is to ensure that customers are highly satisfied throughout the ownership life cycle of RefleXion products.  Overseeing the customer experience from implementation through adoption and growth this role will ensure that the customer experience with the RefleXion product, processes and people is maximized to enable our customer’s successful usage of our product.  They will utilize deep technical knowledge of the product and its clinical applications to proactively identify and drive the improvements needed for adoption and utilization.  Developing and leveraging relationships both internally and externally they will act as a bridge between the customer and RefleXion for the common goal of customer success.

What You Will Be Doing

• Act as the primary point of contact for key customer stakeholders.
• Establish relationships with key customer representatives such as physicians, physicists, dosimetrists, therapists and department operations management. Identifies critical success factors for each of these roles.
• Run ongoing check-in meetings with customers and Internal cross-functional support teams consisting of Training, Field Service, Technical Support, Product Engineering, etc., as needed.
• Measure and drive customer performance indicators (adoption, utilization of clinical applications) and satisfaction levels (net promoter and other customer feedback) and provides relevant information to the Internal cross-functional teams and executive management.
• Represent the voice of the customer internally and advocates for needed product/process improvements that address key customer needs as part of the ongoing life-cycle management of the product.
• Work with the Marketing team to educate referring medical and surgical oncologists at each site about the capabilities and benefits of SCINTIX for combination therapy.
• Partner with Engineering to drive those product improvements required to improve product adoption. Keep customers informed of product changes and roll outs and works with the customer, NPI and service teams to maximize the roll-out of those improvements.
• Hold routine business success meetings (I.e. quarterly performance reviews) with customers. Recommend best practices to help customers realize value and achieve business outcomes.
• Act as the primary point of contact for customer escalations, coordinating appropriate response across internal functional areas such as Training, Field Service, Technical Support, Product Engineering, Sales, Marketing, etc.
• Execute a customer onboarding process that defines success for each customer and determines an action plan to guide customers through adoption in a manner that is both timely and which sets them up for long-term success.
• Support the sales and implementation processes with meetings/visits to highlight the customer success processes and establishes relationships with new customers.
• Create and execute upon a site-by-site Technology Adoption Plan for each installed base account designed to grow their SCINTIX program across the spectrum of indicated anatomic sites.
• Create and update continuously a collection of client site Best Practices related to anatomic treatment sites, X1 workflow matters, delivery learnings etc. Clearly communicate these best practices in treatment planning and delivery for both IGRT and SCINTIX capabilities on the RefleXion X1.
• Identify and recommend user workshops and training needed by customers to promote greater adoption. Develop customer site champions to help train/showcase to other customers.
• Promote partnerships with customers by recommending research and other industry advocacy opportunities within the radiotherapy industry.
• Hire and manage Customer Success personnel as necessary to support the company’s objectives.
• Drive client retention and growth initiatives
• Other duties as assigned.

Where You Will Do This Job  

• Remote – This position will allow the successful candidate to work a primarily remote schedule. They must be based in the US and may be required to come into the RefleXion office in Hayward for meetings and other events as needed.

What We Need

• Bachelor’s Degree in a technical discipline or related experience. 
• 8+ years of relevant Customer Success management experience with some cross-functional experience in Service, Engineering, Sales or Marketing.
• 5+ years of experience in regulated medical device environment (FDA 21 CFR Part 820, ISO 13485). Solid understanding of design control and commercialization requirements and processes.
• Medical capital equipment experience required.
• Technical aptitude across engineering, physics, software and IT networking as required to understand product performance capabilities and expectations.
• Knowledgeable in the relevant clinical applications of radiotherapy including physics and dosimetry.
• Ability to employ business acumen to Identify success factors that enable customers to realize value and achieve business outcomes.
• Superior relationship-building and influencing skills, including empathy and listening.
• Data-driven, strategic thinker with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements.
• Superior communication skills, organizes and communicates succinctly and accurately with appropriate detail and frequency for internal and external stakeholders.
• Excellent negotiation, facilitation, collaboration, and problem-solving skills. Proficient at conflict resolution.
• Ability to promote ideas persuasively, influence others, and build and maintain effective professional relationships.
• Enthusiasm and ability to excel independently in a fast-paced, evolving, and ambiguous environment with a “get it done” attitude.
• Execution driven, operates with a sense of urgency. Able to work through obstacles and escalate for rapid decision making.
• Thinks about challenges from a customer perspective; customer-obsessed mindset. 
• Ability to travel 50%.
• Meets all vendor credentialing requirements necessary to gain client site access, which may include: proof of valid identification, criminal background checks, drug screens, immunizations, annual TB testing, healthcare trainings, etc.

Ways to Stand Out

• Master’s degree preferred (MBA, Science, Engineering, Computer Science or related).
• Industry experience in Radiation Therapy or Diagnostic Radiology strongly preferred.
• Prior start-up experience helpful.

What You Will Love About Working with Us!

• The opportunity to work with a passionate, driven team in a pre-IPO start-up environment
• Flexible work location and schedules on many positions 
• Competitive compensation and Pre–IPO stock option packages
• Medical (both HMO and PPO options), Dental and Vision
• Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care Flexible Spending Account (DCFSA)
• Pre-tax Commuter Benefits
• Employee Assistance Program (EAP)
• 401(k)
• 3 Weeks/Year PTO Accrual rate to start and 12 Paid Company Holidays
• Employer paid Life Insurance, short-term and long-term disability
• RefleXion Benefit Hub –Company exclusive discounts and deals on a variety of sites and items
• Weekly catered on-site lunches as well as kitchens filled with a variety of healthy and delicious food and drinks – including an espresso machine and panini stations!
• Employee Events – Variety of Workshops, Lunch ‘n Learns, Financial Wellness education, Regular “Coffee Chats” with Executive Leadership, Scavenger Hunts, Company Milestone celebrations and more!
• Electric car charging stations on site

The pay range for this role is $200,000 – $230,000 annually. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include bonus, stock, benefits and/or other applicable variable compensation.

Values and Diversity

RefleXion is an equal opportunity employer. All aspects of employment including the decision to hire will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, 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.

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