Customer Success Manager Germany F/M
- (medical experience required)
- Any Place in Germany (ideally South West) – 10-20% business travels – 80-90% remote
⭐️ 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 saving 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
130+ hospitals / medical centers are already using our solutions, covering 70 000+ 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 on admin/data burden
🏆 Healthcare payers (Social Security in France) eventually pay 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 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!
Best start is the earliest in 2023
⭐️ We need you ⭐️
Joining the Customer Success team, and reporting to the Head of CS, your mission is to make sure our clients are satisfied and engaged.
You are the main contact of all our clients in Germany, to onboard them and help scale up their remote monitoring activity thanks to our solution.
Our clients are hospitals, private medical centers, TMZ, etc.
You are the “voice” of German clients within Implicity
Your main KPI is the NPS (Net Promoter Score), to measure client satisfaction.
You’ll work very closely with 2 German Account Managers, who are in charge of the full Sales cycle + follow upsell:
- Karsten, living in South West
- Ongoing recruitment for the 2nd position in the North East
★ You manage the entire onboarding process to quickly onboard our new clients & train the new users
★ You 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
★ You promptly address questions and technical issues reported by our clients
★ Act as company rep to our clients for managing specific projects (EHR integration for instance)
★ You achieve a high level of customer satisfaction with the objective to keep our fantastic 0% client churn performance (worldwide)
★ With Account Managers, you closely follow the rise in patients monitored / Medical Center
★ You collect intelligence from the market, patients, and clients to feed our product development roadmap
★ You bring your inputs on transversal projects that contribute to the company development (lead generation, data analysis, research, etc.)
★ You represent the company in conferences, symposiums, congresses, and exhibitions dedicated to the company’s business sector so that our company gains high visibility in Germany
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
You’ll be very well accompanied to succeed in your mission:
- The 2 successful German Account Managers
- By the skilled CS team in Paris
- But also by the whole Implicity team, as this is a transversal position with a lot of internal interactions (Tech, Data, etc.)
At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills.
Each team works with quarterly OKR, to be crystal clear, fair, and honest with your targets.
The annual appraisal is a shared exchange moment, focused on your development.
⭐️ You are ⭐️
🥉 Your Background
★ You have experience working with medical teams
★ You have at least one targeted experience (CS / Healthcare / Technical consultant / etc.)
🥈 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 to Medical Centers, located all over Germany
★ Your English is GOOD! You’ll definitely use it every day
★ You are IT agile (Excel, Slack, Notion, CRM tools such as Airtable, etc.)
★ You ideally have the 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 feedback, etc.)
★ You have excellent communication and interpersonal skills that you will use to build a close relationship with 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.
😁 More cool stuff to know about Implicity 😁
💰 Remuneration & Benefits
★ For this job (CDI – full-time), you’ll get a competitive salary depending on your experience
★ 10% variable pay based on annual objectives
★ 25 days paid vacation
★ Company equity
✅ 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 100 => 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 an impact
★ Employee care: our happiness manager is taking the greatest care of all of us! 🐣
★ Tools: we used Slack, Notion, and DropBox, and it is pretty cool
★ 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: https://www.welcometothejungle.com/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 with our CEO Arnaud Rosier:
🙏🏻 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 the “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
★ Recruitment process:
1° 10-15min call with Kasia (TAM)
2° Interview with Anne (Head of CS), your future manager
3° Casual talk with Karsten, the 1st German Account Manager
4° Interview with Thomas Habib (COO) and Pierre (Head of People)
=> Depending on your availability, the recruitment process should last less than 2 weeks.
The offer usually follows within 48 hours 🤞🏻
- Contract Type: Full-Time
- Start Date: 01 January 2023
- Location: Paris, Berlin
- Education Level: Bachelor’s Degree
- Experience: > 2 years
- Possible partial remote