Customer Success Manager

Job description

**At Murj, we do what we love and love what we do!** Murj was founded in 2014 to solve a problem witnessed first-hand. Founder and CEO, Todd, worked with cardiology practices as an implantable cardiac device sales representative for Medtronic. He watched clinicians struggle to manage these sophisticated devices using outdated and inadequate tools. Having previously worked in product management at Apple, Todd knew that brilliant design can profoundly impact the user experience -- so why not design a better way to care for patients with implantable devices? In Murj, Todd created an enterprise SaaS cardiac device management software solutions company that reimagines and transforms patient care through thoughtful design and a passion for quality and a commitment to customer satisfaction. Today, Murj continues this transformative innovation with intuitive, elegant, and imaginative technology solutions that improve the lives of cardiac care professionals and their patients. **What Murj offers.** Murj is for people seeking a fast-paced, ever-changing environment surrounded by a supportive team that works hard and strives for innovation and professionalism, with a steady diet of humility and camaraderie. Every employee is treated like family, with love, respect, and responsibility. The individual and collective success of every employee is at the forefront of what we do and believe. And in joining Murj, you are joining a community that believes in evolution and promotion from within; there is a high degree of opportunity for progression, creativity, and ownership. From your first day at Murj, you are eligible for full medical, dental, and vision insurance along with an open vacation policy, more than 10 annual company holidays, and competitive compensation and equity participation, and a 401(k) after 3 months of service. **How We Work at Murj** Murj is the right place for people who excel in fast-paced, dynamic environments. Murj embodies a high-performance culture where every team member is expected to exceed expectations and take ownership beyond their role to drive our collective success. Employees should be comfortable working independently and taking initiative to identify and address needs. This proactive approach is essential to thriving at Murj. We believe in working hard together, with a shared sense of purpose and drive. We’re not afraid to ask tough questions, and we support each other in reaching for bold new ideas. **Let us leave you with this.** If this role sounds intriguing - we encourage you to apply. And we encourage applicants to embrace new challenges, as the right fit at Murj is often more about the person and the challenges they seek, not just what they have accomplished in the past. **About The Role.** The Customer Success Manager will perform and be proficient at all phases of the Customer Onboarding process from Pre-launch through post launch follow up and optimization. In performing these tasks they will be required to work with all Customer and Murj related stakeholders to include, but not limited to: - Engineering teams - Project Management - IT EHR teams - Billing stakeholders - Clinical and Provider teams - Sales The Customer Success Manager will travel to the launch locations during go-live to train new users and continue training virtually as needed. In addition to these responsibilities, the Customer Success Manager will have a presence in, and participate fully in the Murj chat and customer support duties on a scheduled basis. This will entail providing real time expert support to all customers using the platform as needed. Candidates should be comfortable working independently, and taking the initiative to identify and address work needed but not necessarily assigned. **What You’ll Do.** Customer Success Manager Responsibilities: - **Customer Onboarding:** Guiding new customers through setup and implementation processes to ensure they understand and can effectively use the Murj platform. - **Project Management:** Overseeing customer onboarding projects, utilizing project management software to track progress, manage tasks, and ensure timely completion. - **Murj Platform Expertise:** In-depth knowledge of all Murj products, including Murj Analytics, Billing, and Clinic Workflows, to provide comprehensive customer support and training. - **Professional Communication:** Maintaining clear, concise, and professional communication with both internal teams and external customers, adapting communication style to meet the needs of different audiences. - **Real-Time Customer Support:** Providing immediate assistance to customers via phone, email, chat, or other channels, troubleshooting issues, answering questions, and escalating complex problems as needed. - **Intercom Coverage:** Monitoring and responding to customer inquiries through the Intercom platform, ensuring timely and accurate responses to customer questions and concerns. - **Billing Support:** Assisting customers with billing inquiries, including invoice explanations, payment processing, and account adjustments. - **Analytics Training:** Educating customers on how to use Murj Analytics to track key metrics, generate reports, and gain valuable insights into their business performance. - **Customer Training:** Conducting comprehensive training sessions to teach customers how to utilize all aspects of the Murj platform effectively. - **Onboarding Calls:** Leading onboarding calls with new customers to welcome them to the platform, answer questions, and provide guidance on next steps. - **Expense Reporting:** Accurately tracking and reporting business expenses incurred during customer interactions, training sessions, or other work-related activities. - **Team Support:** Sharing knowledge, providing training, developing educational materials, and documenting workflows to support and empower fellow team members. - **Timely Project Completion:** Ensuring the timely and efficient completion of customer onboarding projects and compliance metrics for launched clinics, as assigned by the Lead Customer Success Manager. - **Customer Support:** Respond to inbound customer support requests via email, platform messaging, or phone within defined SLAs. Handle advanced support requests and customer workflow questions. Collaborate with Cross Functional Teams: - Work in close collaboration with Senior Customer Success Managers (CSMs), Project Managers, and other cross-functional groups and managers. - Document and relay customer feedback to appropriate internal teams. - Represent the support function in cross-functional working groups. - Analyze and forecast support trends to influence future resourcing needs. - Collaborate directly with product, data, and QC teams to resolve issues. - Support onboarding of clinics, pre and post launch. Customer Escalation: - Handle Tier 0: Escalations with clinical or technical impact. - Coordinate with product and engineering teams when technical issues arise. - Ensure timely and effective resolution of customer escalations. - Resolve escalated and complex requests and escalate appropriate issues to leadership. Team and Customer Outcomes: - Meet performance targets for response time, customer satisfaction, and ticket handling efficiency. - Ensure Data Reporting is accurate by maintaining its source (i.e. salesforce, tracking spreadsheets, etc..) **What Makes You a Great Fit.** - Comfortable with autonomy. - Good judgment on when to escalate issues. - Strong business acumen and product intuition. - Strong understanding of Murj workflows and product features. - Excels in customer communication under pressure. - Skilled in ticket triage, knowledge base development, and customer guidance. - Excellent written and verbal communication skills. - Proficiency with platforms such as Intercom, Jira, and Excel. - Detail-oriented and organized; quick to learn new systems. - Strong follow-through and customer empathy. - Experience with support tools like Intercom, Salesforce, G-Drive. **What You Bring.** - 2 years of experience with CIEDs or equivalent certificate, education (i.e., ATI), or experience (i.e., Cath Lab, Device Clinic). - Willingness to travel up to 50% of the time. - Critical thinking and a curiosity mindset. - Ability to be assertive and communicate project needs for success. **Nice to Haves:** - Murj experience. - Experience working directly with enterprise healthcare clients. - Healthcare IT knowledge. - EHR/EMR experience. - IBHRE certified. - Certified Cardiac Device Specialist (CCDS) and Cardiac Device. - Remote Monitoring Specialist (CDRMS). - Certified Electrophysiology Specialist (CEPS) for Allied Professionals, Certified. - Electrophysiology Specialist - Adult (CEPS-A) for Physicians, and Certified. - Electrophysiology Specialist - Pediatric (CEPS-P) for Physicians. **Location and schedule.** This is a remote-friendly position; however, the role requires core working hours of **8:00 AM – 5:00 PM** **Eastern or Central Time** to support our clinical customers and internal teams. **Travel expectations:** 31-50%: Moderate travel; regular meetings, site visits, or events across multiple locations