Customer Success Lead (HealthTech)

Customer Success Lead £85,000 - £100,000 commission bonus share options Location - HQ is London and customers are mostly between Birmingham & London and you must be flexible to get to customer sites & the odd day in the office. Troi Search are delighted to be working once again with a long standing MedTech/B2B SaaS client. They've built an amazingly interesting suite of products that to solve real world problems that are experienced within the global healthcare ecosystem. Reporting to the VP of Marketing, the Customer Success Lead (EU) for our client will be responsible for expanding the number of users within an account whilst also ensuring existing customers are delivered an exemplary experience utilizing the SaaS medical/telehealth platform they've built. This role will include implementation, onboarding and training new customers whilst also enabling existing customers in using the platform effectively, the ideal Customer Success Manager will have some basic technical knowledge and ideally experience of audio/visual hardware and software within a medical environment. This is a field-based, customer-facing role covering the European region to ensure our case management capability delivers on what is best for the end users (surgeons), the patients and our business partners. Role & Responsibilities Commercial & Customer Success Drive adoption of the platform within specified accounts to ensure renewals and expansions. This will include engaging with clinical, administrative, and technical leaders within medical institutions. Leading technical product and clinical demonstrations to ensure current utilization and adoption of users within specified accounts. Successfully onboard and train new customers in the utilization of their software. Ensure the full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement. Support live, clinical utilization of the platform in clinical areas, labs, training sessions, etc. Build engagement and value through the platform across divisions and specialties supporting the growth and retention of customers. Ensure the delivery of an exemplary customer experience at all times. Work across the internal teams to feedback the voice of the customer where relevant to improve the service and offering. Technical Expertise You will successfully deliver, connect, configure, and test hardware/equipment and solutions to customers in a clinical setting. You will disconnect, remove, sanitize, and store equipment post case. You will participate in planning, testing and coordination meetings. You will help to triage support calls for trouble shooting system/software issues as they arise, promptly escalating any technical need for resolution. Requirements Experience with medical devices or Hardware is a must for this one Experience of working in the Health space, either for a vendor or directly Excellent communication and presentation skills Excellent time and project management skills, with the ability to manage multiple accounts simultaneously. You're commercially minded, used to working to and hitting sales targets, renewal bonuses etc. Collaborative team player with cross-functional relationship building skills. Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. This role may require you to work evenings, early morning, or weekend shifts as needed to deliver exemplary customer service. Physical Requirements Given the nature of the role, this position will require some physical lifting - please be advised of this when applying. A clean driving record and the passing of a background screen is required. What you'll get in return: Salary of £80,000 - £100,000 (DoE) commission, company bonus of 20% & stock options, holiday, healthcare & pension. This is an awesome opportunity for the right person. Sound like you? Apply now We cannot provide Visa Sponsorship for this role