Customer Success Manager

A BIT ABOUT SIBEL HEALTH:

With headquarters based in Chicago, Illinois and an international office in Seoul, South Korea, Sibel Health is an award-winning digital health startup with a mission to deliver Better Health Data for All®. We were founded with a specific focus on our most vulnerable patients—pregnant persons and babies—where we believe wireless monitoring has the potential to do the most good worldwide. We achieve this by providing a complete monitoring solution of advanced wireless wearables, best in class software, and novel AI/ML algorithms all linked to the cloud. To date, we’ve launched our technologies in 25 countries from the most advanced hospitals in the world to the most resource constrained locations. We work with some of the most respected healthcare organizations in the world from major philanthropies to large medical technology and pharmaceutical companies. With numerous FDA clearances and a recently completed fundraising round, we are poised for growth and expansion. We are seeking mission-driven individuals with a strong sense of purpose who believe that technology can improve the lives of our most vulnerable patients.

THE OPPORTUNITY:

We are looking for a Customer Success Manager (CSM) for Sibel’s Discovery product which is focused on the clinical trials and life sciences research markets.  As the Discovery CSM you will be responsible for helping customers to maximize the value that they derive from their Discovery system and achieve their research goals. Sibel’s fast-paced environment offers ample opportunities for growth in several areas: improved technology skills, effective leadership, dedicated mentorship, creative design, strong communication skills, teamwork, and more. 

This is a full-time position. The salary range for this role is $90,000 - $105,000, depending on level of experience.

 

WHAT YOU WILL BE WORKING ON:

• Support customers as they transition from sales prospect to active Discovery users. 
• Build customer loyalty and foster a trusted, long-term client relationship, ensuring their satisfaction throughout their journey with our company.
• Create and execute Discovery system deployment and support plans in partnership with the customer.
• Work collaboratively with Sibel’s operations team to ensure on-time and high-quality delivery of customer systems.
• Work collaboratively with engineering teams to support deployed Discovery systems and effectively resolve any customer technical issues in a timely manner.
• Provide input to Discovery Product Manager on new features based on the understanding of the customer’s needs from your work with them.
• Develop and implement customer satisfaction surveys and metrics to track customer success.
• Develop and provide expert-level knowledge of the Discovery product. 

ABOUT YOU:

• Experience in a customer-facing role; ideally customer success, account management, or support. 
• Bachelor’s Degree in Business Administration, Information systems, Marketing or related fields. 
• Customer Relationship Management (CRM)
• Strong ability to manage time and prioritize tasks in a fast-paced environment. 
• Problem-solving mindset with the ability to proactively handle challenging situations.
• Strong communication and interpersonal skills with the ability to build relationships with customers and effectively lead. 
• Highly adaptable and able to adjust to changing circumstances and priorities.
• Proven ability to work collaboratively across various teams and departments to achieve common goals.
• Deep product knowledge experience. 
• Brand Promotion experience. 

YOU MAY THRIVE IN THIS ROLE IF:

• You have a minimum of 3 to 5 years experience with SaaS eClinical platforms, Medical Devices, and/or Clinical Trial projects for Pharma or Academic Research clients.
• You are passionate about improving healthcare, wearable sensor technology, patient experience and enabling collection of patient data, this is the job for you.

BENEFITS:

• Medical, dental, vision, life, and disability insurance
• "Take as much time as you need" policy
• Simple IRA plan with employer matching
• Company sponsored events and lunches
• Stipend for professional development
• Opportunity to be part of a dedicated and driven team that is here to disrupt and revolutionize wireless monitoring

 

Sibel Health Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status