Customer Success Manager, EMEA

AtriCure, Inc. provides innovative technologies for the treatment of Afib and related conditions. Afib affects more than 33 million people worldwide. Electrophysiologists and cardiothoracic surgeons around the globe use AtriCure technologies for the treatment of Afib and reduction of Afib related complications. AtriCure’s Isolator® Synergy™ Ablation System is the first medical device to receive FDA approval for the treatment of persistent Afib. AtriCure’s AtriClip® Left Atrial Appendage Exclusion System products are the most widely sold LAA management devices worldwide. AtriCure’s Hybrid AF™ Therapy is a minimally invasive procedure that provides a lasting solution for long-standing persistent Afib patients. AtriCure’s cryoICE cryoSPHERE® probe is cleared for temporary ablation of peripheral nerves to block pain, providing pain relief in cardiac and thoracic procedures. For more information, visit AtriCure.com or follow us on LinkedIn.

We foster a culture of inclusion by embracing diverse experiences and individuals where everyone’s authentic self is welcome. We offer supporting programs and resources that provide enriching and equitable opportunities for each person to contribute professionally and personally.

POSITION SUMMARY:

The Manager of Customer Success EMEA will be responsible for the overall management of support activities for the AtriCure European sales force and its customers. This entails working with all functional groups to support the sales process. Essential position duties include but are not limited to customer relations development, support of sales rep activities, direct management of Customer Success team, and creation and implementation of strategies that comply with AtriCure’s quality and regulatory requirements for succeeding in the European and extended marketplaces.

ESSENTIAL FUNCTIONS OF THE POSITION:

• Manage/mentor the Customer Success team, emphasizing key aspects of support, including timeliness, accuracy, responsiveness, proactive considerations, and relationship management.
• Responsible for all sales rep and territory support activities
• Manage approval process for credits and returns
• Generate KPI metric reports and provide analysis for sales management.
• Facilitate successful implementation of new programs through the service and sales organizations by ensuring a well-defined, thorough, and efficient sales process is in place for launch.
• Foster an environment of continuous improvement.
• Maintain working knowledge and enhancements of the CRM platform.
• Collect and analyze data that contributes to efficiencies of the team.
• Demonstrate thoughtful and effective communication with consideration to the audience and inclusion of related departments.
• Consistently provide fully executed processes with checkpoints built-in while taking into consideration the impact on other departments
• Evaluate current support processes and identify areas of opportunities or improvement to streamline and simplify.
• Manage product constraints that could impact orders from shipping.
• Manage back-order situations by guiding the Customer Success team with consideration to throttling product quantities for priority needs.
• Proactive leadership that demonstrates thorough completion of customer success projects, team engagement, developing process improvements, and identifying process gaps.
• Focused participation in meetings, providing input and feedback to move business forward.
• Create a culture of customer service, professionalism, patient first, urgency around priorities and responses.
• Manage sales order processing in accordance with internal SOX and auditing requirements.

BASIC QUALIFICATIONS:

• Bachelor’s degree required or demonstrated equivalent combination of education, training, and experience.
• Demonstrates self-learning and building relationships.
• 5-10 years of excellence in customer service
• Proficiency in Microsoft Office Suite
• Strong written/verbal communication skills
• Ability to travel 40%.

What We Offer

With AtriCure, you'll get the opportunity to work with a team that is passionately dedicated to improving the lives of patients with Atrial Fibrillation worldwide. It is also a company that will invest in your professional development to help you grow and be successful in your role.

In Addition, AtriCure Also Provides:
The chance to work with an international team with more than 20 different nationalities, with 140+ international employees (on-site and in the field) which makes it a dynamic place to work.

The offer includes a competitive base salary, company bonus plan, mobility or Company car policy, training and development opportunities, Paid annual paid leave, 2 days’ volunteer time off + 1 cultural heritage day per year, mental health support benefit, and dynamic company events.

Our Process

Please apply through LinkedIn or on our website. We would like to get to know you better so please feel free to share ample information about yourself and why you are interested in working with us. Once we have your application, our International Recruiter will contact you to find out more about your background and your expectations. The next steps include a meeting with the hiring manager to focus on key information about the role and to potential fit into the team. If this round is successful, you will get to meet a few of our team members to give you diverse perspectives about AtriCure. After all the interviews, we conduct reference checks to help us make the final decision.

You may access our global privacy policy here: https://www.atricure.com/privacy

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