The Role
Manage onboarding, training, and ongoing customer relationships for PaceMate within a US territory. Drive adoption, align clinical and executive stakeholders, collaborate with sales, execute resource deployment, forecast onboarding, collect customer feedback for product development, and travel frequently (>50%).
Summary Generated by Built In
PaceMate™ Customer Success Manager (full-time, remote)
Location: (remote) USA
We are currently looking to fill positions with a candidate that resides in the Atlantic Southeast or South Central USA Only
JOB SUMMARY
The PaceMate® Customer Success Manager plays a critical role in onboarding, training and cultivating the relationship between PaceMate® and the customer within a specific geography in the US. The major responsibility includes maintaining the customer and monitoring the successes and challenges of the customer with respect to software, workflow and revenue capture.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
QUALIFICATIONS An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EDUCATION, TRAINING, AND EXPERIENCE
PHYSICAL REQUIREMENTS
Supervised by: Director of Customer Success
Supervises: None
Target Compensation Range: Target compensation range of $100,000- $120,000 annually depending on education, experience and certifications.
COMPANY DESCRIPTION
PaceMate® is a pioneering force in cardiac remote monitoring and data management. We’re driven by a mission to modernize digital healthcare and envision a future of connected, personalized cardiac care. Since 2015, PaceMate has been simplifying and streamlining device clinic operations with one easy-to-use platform—PaceMateLIVE®. As the industry’s only comprehensive cardiac remote monitoring solution, PaceMateLIVE® uniquely pairs device and EHR data and prioritizes patient care intelligently. Visit PaceMate.com to see how together—We never miss a beat.®
Equal Opportunity Employer
We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions.
Location: (remote) USA
We are currently looking to fill positions with a candidate that resides in the Atlantic Southeast or South Central USA Only
JOB SUMMARY
The PaceMate® Customer Success Manager plays a critical role in onboarding, training and cultivating the relationship between PaceMate® and the customer within a specific geography in the US. The major responsibility includes maintaining the customer and monitoring the successes and challenges of the customer with respect to software, workflow and revenue capture.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
- Understanding the alignment of strategic, financial, and operational goals within the geography.
- Develop and drive area objectives, plans and budget to align with corporate plans; establish criteria to monitor area’s progress and measure of success
- Collaborate with the area sales managers to implement the commercial strategy that drives market adoption
- Develop Clinical and Executive Champions at all new customer sites
- Develop and execute a resources alignment / deployment for a successful customer launch and customer maintenance
- Organize and manage the onboarding process and maintain an accurate forecast
- Work closely with PaceMate™ business and product development team to bring customer feedback back into the company for new system developments
QUALIFICATIONS An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EDUCATION, TRAINING, AND EXPERIENCE
- Minimum 5 years of experience within medical device sales and clinical services
- Experience working in a fast-growing company that is building a market
- Experience within the CV, Healthcare IT or capital equipment markets required
- Established background in the Cardiology/EP space with current relationships in Cardiology/EP
- Strong organizational skills managing complex processes
- Technical skills. Experience in education/training Cardiology staff and physicians.
- Leadership and influencing skills. Proven ability to motivate people
- Bachelor’s degree or equivalent experience required.
- Must be willing to travel greater than 50%
- Proven ability to work remotely and autonomously
- Available to assist coworkers with active onboarding projects when needed
PHYSICAL REQUIREMENTS
- While performing the duties of this job, the employee is consistently required to remain in a stationary position, constantly operate a computer and other office equipment, and frequently communicate with customers and employees.
- Home office setup: Maintain a dedicated, separate office or room at home to ensure privacy and professional working conditions.
- Connectivity: Maintain a reliable, high-speed internet connection at your residence.
- Must be able to exchange accurate information, with the ability to effectively utilize voice over internet protocol; and repetitive motions using fingers and forearms in data entry.
- You must reside within the geography of the territory.
- Geographic restriction: Must reside and work exclusively within the contiguous United States.
- Must legally be eligible to work in the United States.
- Notification protocol: You must inform and receive approval from the IT department before working from any location other than the legal address PaceMate has on file. To update your address or request approval for a temporary work location, contact PaceMate IT or your HR representative. Additional information is available in the PaceMate official handbook.
- Foreign transport of sensitive information: When confidential information is carried into a foreign country, it must be stored in an inaccessible form (e.g., encrypted external storage) or remain in the worker’s possession at all times.
- PaceMate workers may not take secret PaceMate information into another country without permission from Physical Security management.
- Will require overnight travel
Supervised by: Director of Customer Success
Supervises: None
Target Compensation Range: Target compensation range of $100,000- $120,000 annually depending on education, experience and certifications.
COMPANY DESCRIPTION
PaceMate® is a pioneering force in cardiac remote monitoring and data management. We’re driven by a mission to modernize digital healthcare and envision a future of connected, personalized cardiac care. Since 2015, PaceMate has been simplifying and streamlining device clinic operations with one easy-to-use platform—PaceMateLIVE®. As the industry’s only comprehensive cardiac remote monitoring solution, PaceMateLIVE® uniquely pairs device and EHR data and prioritizes patient care intelligently. Visit PaceMate.com to see how together—We never miss a beat.®
Equal Opportunity Employer
We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions.
Skills Required
- Minimum 5 years of experience within medical device sales and clinical services
- Experience working in a fast-growing company building a market
- Experience within cardiovascular (CV), Healthcare IT, or capital equipment markets
- Established background in Cardiology/Electrophysiology with current relationships
- Strong organizational skills managing complex processes
- Technical skills including experience educating/training cardiology staff and physicians
- Leadership and influencing skills with proven ability to motivate people
- Bachelor's degree or equivalent experience
- Willingness to travel greater than 50% (includes overnight travel)
- Proven ability to work remotely and autonomously
- Maintain a dedicated home office and reliable high-speed internet
- Reside within the assigned territory (Atlantic Southeast or Southcentral USA) and work exclusively within the contiguous United States
- Must be legally eligible to work in the United States
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The Company
