Senior Customer Success Manager Medical Experience H/F

Contenu de l'offre Senior Customer Success Manager Medical Experience H/F chez implicity

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About

Senior Customer Success Manager F/M
(Medical experience required)
We are Implicity

Implicity is a digital MedTech, that brings outstanding innovations to cardiologists, thanks to Big Data and Artificial Intelligence.

Thanks to our leading cardiac remote monitoring platform, IT's way easier to manage data and predict patient issues, so that cardiologists can bring the best care at the best time.

To put IT simply, when you join Implicity, you'll contribute to save lives with us

Dr Arnaud Rosier (cardiologist and AI researcher) & David Perlmutter (engineer and entrepreneur), co-founded Implicity in 2016
6 years later, a French Start-Up / Scale-Up is a real game changer in the healthcare market, literally shaping the future of cardiology

100+ hospitals / medical centers are already using our solutions, covering 60 000+ patients.

At Implicity, you will find the greatest experts in data science, engineering, clinical, regulatory, IT, sales, customers success, etc. working together. This amazing team already managed to make Implicity a clear European leader, and we will very soon do the same in the US market.

In a nutshell, thanks to Implicity :
Patients get a far better care
Doctors' life is far easier, they can have a far better focus on prevention/treatment, and not admin/data burden
Healthcare payers (Social Security in France) eventually pays a far lower price (preventing/monitoring instead of treating/hospitalizing)

As we grow ($23M raised in Series A in January 2022 => x2 headcount planned in 2022), in France, Europe and in the US, we are opening a Customer Success position to replace Anaïs going on expatriation in the US !
You'll work with Tristan / Lisa / Chantal (in France) & Carly / Anaïs (in the US), and of course Anne Vinas, your future supportive Manager !

IT can start as soon as you can !














Job Description

We need you

Joining the Customer Success team, reporting to the Head of CS, your mission is to make sure our clients are satisfied and engaged.
You are the main contact of a clients portfolio in Europe, to onboard them and help scale up their remote monitoring activity thanks to our solution.
Your mission : BE the voice of our European clients within Implicity

BE in charge of the entire onboarding process to quickly onboard our new clients and train our new users

Manage and nurture the relationship with our clients and enable them to scale up their remote patient monitoring activity thanks to our solution, playbook and best practices

Achieve a high-level of customer satisfaction with the objective to keep our fantastic 0% client churn performance and do a great upsell

Collect intelligence from the market, the patients and our clients to feed our product development roadmap

Promptly address questions and technical issues reported by our clients

Bring your inputs on transversal projects that contribute to the company development (lead generation, data analysis, research, etc.)

Act as company rep to our clients for managing specific projects with the support of our experts in charge of the delivery (ex : EHR integration)

!secret !
Just between us... Our solution is really liked !
IT's always nice to see the number of centers and patients using our solution every day

To succeed in your mission, you can rely on a great team - Lisa & Tristan who are experts on the job for the European market, Anaïs & Carly in the US, and of course your manager, Anne - but also the whole Implicity team, as this is very transversal position with a lot of internal interactions.

At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve you skills.
Each team works with quarterly OKR, to BE crystal clear, fair and honest with your targets.
The annual appraisal is shared exchange moment, focused on your development.



















Preferred Experience

You are

Your Background
- You have experience working with Medical teams. either in hospitals (as Nurse for example). or in private company selling Health solutions to hospitals (with engineering School / Business School / University degree).
- You have a 1st successful professional experience of at least 2-3 years.
- A 1st relevant experience in Customer Success or in Cardiac Remote Monitoring services would BE great, but not mandatory.

Your Hard Skills
- You know the medical field, its codes and how to interact with Physicians / Nurses.
- You know how to lead successfully a project and ideally manage clients.
- You are ready to travel frequently to Medical Centers, located all over France and Europe.
- Your English is GOOD ! You'll definitely use IT every day.
- You are IT agile (Excel, Slack, Notion, CRM tool such as Airtable, etc.).
- You have a strong interest for the (e-)Health & Innovation industry.
- (Bonus - but not mandatory) You have a driving license.

- Your Soft Skills *.
- Autonomy is your Middle name & Rigor is your last name.
- You clearly have an entrepreneurial spirit, able to work in a fast-paced environment with many things at stake (product new features, market access, customer's feedbacks etc.).
- You have excellent communication and interpersonal skills that you will use to build a close relationship with our Medical Staff.
- True obsession for customers, confidentiality, conflict resolution, patience, diplomacy.
- You strive for excellence & you are permanently unsatisfied.
- Strong work ethic & daily act with integrity, honesty and fairness.
- Definitely a thoughtful team player, looking to make your colleagues successful.
- You like this ad, and think this is very like you.

IT is OK to apply without meeting all the criteria : just honestly tell us why you think you can BE THE one.

Recruitment Process

More cool stuff to know about Implicity

Remuneration
- For this job (CDI - full time), you'll get a competitive salary depending on your experience.
- 10% variable pay based on annual objectives.
- Company BSPCE.

Benefits
- Health care plan : Alan (26, 5€ / month + 14€ for kids).
- Luncheon voucher : 9€ (50% employer).
- Transport : 50% of your pass OR sustainable mobility pass (37, 5€ / month).

Why us?
Simply because you will get all scale-up advantages without the usual drawbacks !
- Activity : we are a purpose company - that really drives everyone's daily motivation and commitment.
- Solution : we built a best in class solution, that has no direct competitor.
- Growth stage : we are not small - we are not big - we are 50 => our boom is to come.
- International : we operate at a global level, and our working language is English.
- Values : we do have values, and these are not just for posters ! Integrity : we act with honesty and fairness. Ambition : we strive for excellence in a healthcare demanding environment. Cooperation : we care, we support, we seek collective success.
- Autonomy : you'll definitely get real responsibilities, and have the chance to have impact.
- Employee care :. Our beautiful office is rue du Louvre (between Chatelet & Bourse). Regular team events, especially every Thursday evenings. Our happiness manager is taking the greatest care of all of us !.
- Tools : we used Slack, Notion and DropBox, and IT is pretty cool.
- Remote : up to 3 days / week.
- Worklife balance : we are definitely respectful.
- Shareholder : every single employee is incentivized with company equity.

Do you need more arguments? We've got a bunch !

Want more infos?!
- Our website : https://www.implicity.com/about-us/.
- Our team : http://****/fr/companies/implicity/team.
- Our other opening jobs : https://www.implicity.com/careers/.
- Our cool grade on Glassdoor : https://www.glassdoor.fr/Pr%C3%A9sentation/Travailler-chez-Implicity-EI_IE4010545.16, 25.htm.
- Our $23M Series A last January 2022 : https://www.implicity.com/ressource/seriesa/.
- Our latest FDA Clearance for AI-Powered ECG Analyzer reducing the volume of false positives : https://www.implicity.com/ressource/fda-clearance-for-ai-powered-ecg-analyzer-for-implantable-loop-recorders/.
- Our great Hydro project (heart failure prediction) : https://www.implicity.com/ressource/nouvelle-etape-projet-hydro.
- Our cool partnership with Withings : https://www.implicity.com/ressource/implicity-and-withings-develop-a-solution-for-the-remote-monitoring-of-heart-failure-patients.
- A cool article by La Tribune : https://www.latribune.fr/technos-medias/innovation-et-start-up/la-startup-de-la-semaine-implicity-previent-les-crises-cardiaques-grace-aux-donnees-829691.html.
- And finally, 2 interviews of our CEO Arnaud Rosier :. https://www.youtube.com/watch?v=1ofIQQMWqZo. https://www.bsmart.fr/video/1727, 37-ecosysteme-implicity.
Let's meet-

If you believe that you are the right person for Implicity, we are looking forward to receiving your application through the Implicity page on Welcome To The Jungle website

We are proud to BE an equal opportunity employer. We constantly challenge ourselves to build a diverse team of talents and to create an inclusive environment for all employees
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Recruitment process :
1° 10-15min call with Sylvie (Chief Happiness Officer) or Pierre (Head of People)
2° Interview with Anne (Head of CS), your future manager
3° Interview with Thomas Habib (COO), and Pierre (Head of People)
4° Reference check

=> Depending on your availabilities, the recruitment process should last less than 2 weeks.
Offer usually follows within 48 hours

Additional Information
- Contract Type :Full-Time.
- Start Date :04 September 2022.
- Location :Paris, France (75002).
- Experience :> 3 years.
- Possible partial remote.


Apply Now