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Customer Success Manager (East Area)

  • Shockwave Medical
  • Full time
  • United States
  • 24/04/2021

Shockwave Medical, Inc. is a pioneer in the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Shockwave Medical aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

Position Overview

The Customer Success Manager will develop, manage and sustain the assigned team of Customer Success Associates (CSAs). Partnering with Area VP of Sales, ensures processes and procedures support the success of the field sales force and serving as the face of the organization to customers. The Customer Success Manager handles many complex inbound and outbound inquiries related to the success of our business and our customers’ experiences.


Essential Job Functions

  • Communicate with Shockwave customers and sales/clinical representatives over phone and email.
  • Maintain and improve customer service experiences for US customers.
  • Define and measure KPIs for Customer Success related processes.
  • Deliver accurate and timely sales data reports to the organization upon request.
  • Maintain, create, and refine Customer Success procedures, policies, and standards.
  • Recruit, mentor, and develop Customer Success Associates and create a workplace environment where they can excel through encouragement and empowerment.
  • Ensures complete and accurate customer data across systems.
  • Work cross-functionally with the finance, sales, marketing, and operations teams as needed on projects relevant to the success of Shockwave customers.
  • Drive consistency of process and experience for sales and customers.

Requirements

  • Bachelor’s degree preferred or equivalent experience.
  • 10+ years of customer service-related experience, healthcare/biotechnology/medical device preferred
  • 3+ years of direct personnel management experience
  • Experience using Salesforce, QAD or other similar applications and ERP systems.
  • Exceptional oral and written communication skills
  • Excellent organizational and task management skills
  • Strong professional judgement
  • Proven ability to effectively scale and develop a team.
  • Proven ability to work in a fast-paced environment while managing multiple priorities.
  • For consideration YOU MUST reside in one of the following metropolitan areas: Minneapolis, MN; Atlanta, GA; Chicago, IL or St. Louis, MO.

Benefits

Shockwave Medical offers a competitive total compensation package including comprehensive benefits (medical, dental, vision) as well as pet insurance and student loan refinancing support.

EEO Employer

About Shockwave Medical

Shockwave Medical, Inc. is a pioneer in the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Shockwave Medical aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease thr...

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