Job description
About Virgo
Our mission is to improve patient outcomes and clinical workflows in healthcare by developing automation and AI tools for endoscopy.
Virgo is the leading cloud video capture, management, and AI analysis platform for endoscopy. Since launching in 2018, we have helped physicians from leading medical centers including The Mayo Clinic, Northwestern University, and Mass General Hospital capture over 300,000 endoscopy videos — the largest dataset of its kind.
Now, we are expanding Virgo to create the leading clinical trial platform for diseases involving endoscopy. Our initial focus has been inflammatory bowel disease (IBD), where we are already helping leading trial sponsors increase patient recruitment by over 5x.
Our Mission
Virgo's mission is to improve patient outcomes and clinical workflows in healthcare. Our vision is a world where technology powered by artificial intelligence dramatically improves the quality of and access to healthcare. We are building the data infrastructure, tools, and expertise to make this new world a reality.
Job Description
Virgo is actively seeking a highly motivated Customer Success Manager with fundamental customer success (or service), computer/networking, project management or remote support experience. Customer Success Managers are an integral part of Virgo's support and success business model. CSM's are responsible for project management, product deployment, in-service training, go-live support, and ensuring customers are maximizing the Virgo platform. This is a fully remote/field based position, located within 50 to 75 miles of Boston, Massachusetts. Proof of vaccination is likely required at the vast majority of customer locations; COVID vaccination highly encouraged. The salary range for this position is $75k - $85k.
Reports To
Jerry Scranta, Customer Success Director
In this role, you'll get to:
- Learn about networking in a medical IT environment
- Learn about cloud-computing, data transmission, storage, and SaaS
- Learn how video capture is used as a Standard of Care in the healthcare industry
- Understand how AI is evolving medical treatments and clinical research
- Work with remote monitoring and troubleshooting applications and services
We'll expect you to:
- Manage customer installation projects from order through product deployment
- Conduct introduction/project kick-off calls
- Conduct site assessment or liaise with customer to ensure deployment readiness
- Identify and communicate potential issues or risks prior to deployment
- Place inventory orders for new or replacement hardware devices
- Deploy Virgo hardware devices at customer accounts
- Travel to accounts for installation and onboarding
- Conduct in person or virtual Virgo end-user training
- Proactively monitor status, usage, and health of assigned accounts
- Proactively identify opportunities to increase/expand product usage
- Proactively contact customers when issues are identified
- Respond to customer inquiries in a timely manner
- Travel approximately 25% to customer accounts and company meetings/events
Qualifications:
- Technical, Healthcare or Business Degree
- 2 - 3 years experience in customer success, customer support, IT/networking, healthcare
- A propensity for relationship building
- Strong verbal and written communication skills
- Experience in a fast-paced, rapidly changing work environment is beneficial
- Attention to detail and commitment to accuracy
- Independent and proactive work style with an inquisitive demeanor
- Positive attitude and team player
Bonus points if you have:
- Healthcare/hospital experience
- IT/computers
- Biomed/Clinical Engineering
- Field Service Tech or Field Service Engineer
- Project Management
- AV installation or support
- Technical customer support or technical customer success
- Technical training
What you can get excited about:
- Virgo builds products that are used by physicians to help improve the quality of patient care and clinical research
- We are still small, so you'll have the opportunity to help shape the company and team culture
- We are growing quickly and there will be plenty of opportunities for building and leading small teams
- We appreciate the benefits of a decent life/work balance; we won't be emailing you Saturday evening or bothering you when you take a vacation
Virgo was a fully distributed team before the pandemic started, and we intend to remain distributed for the foreseeable future. Because of this structure, strong written communication skills, time management skills, and personal accountability are very important to us.
Virgo provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Benefits
- Competitive Salary and Equity Compensation
- Health Care (Medical, Dental & Vision)
- Additional Health Benefits (One Medical, Teladoc, Talk Space, Health Advocate)
- HSA/FSA
- 401k
- Life Insurance (Basic & AD&D)
- Unlimited PTO (suggested minimum 14 days)
- Family Leave (Maternity, Paternity)
- Fully Remote
- New Laptop
- $500 Work from Home Budget
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