Job description

** This position in based in Naples, FL. Remote available for the right candidate. If remote, intermittent travel required to Naples headquarters. (Eastern or Central time zones only) **

Arthrex is a global medical device company and leader in orthopedics medical education. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year that support all aspects of orthopedics. The Medical Education department based in Naples, Florida is made up of over 20 physicians, physician assistants and other healthcare professionals. Arthrex is actively searching for a Learning Program Customer Success Manager. The successful candidate will work alongside a department of expert orthopedic healthcare professionals, world class faculty, and product management.

Main Objective:
The Learning Program Customer Success Manager is responsible for making Arthrex digital Medical Education learning program customers successful by driving adoption, high customer satisfaction, and ensuring customer retention. They will help learning program customers attain greater learner engagement and program value, driving program health and success. The Learning Program Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. As the customer support lead for Arthrex Medical Education digital learning products, the Learning Program Customer Success Manager will work to ensure that the health and support of key software products are being met. Additionally, they are responsible for overseeing training and support associated with the digital learning software used by Arthrex internal and external customers.

Essential Duties & Responsibilities :
Accountable for the customer’s overall success with Arthrex Medical Affairs learning programs, including onboarding, adoption, retention, customer health, and satisfaction

Act as a trusted customer point of contact throughout the customer’s lifecycle, define measurable success, plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels

Drive adoption of Arthrex Medical Education digital learning programs, using data to provide insights and progress from baseline through the maturity curve

Develop, drive and measure key performance metrics such as customer satisfaction, customer retention, customer churn, volume trends, net promoter score, success of customer success initiatives, and the overall health of the customer experience. Accountable for all metrics related to customer experience.

Guide customers to develop and enhance their digital learning program by providing relevant tools and other resources

Become a champion of Arthrex digital learning programs and products and use this knowledge to effectively guide customers towards their desired outcomes

Maintain a cadence of communicating with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement

As the customer support lead for Medical Education learning software products, evaluate client requests to ensure that critical issues are resolved

Be the voice of the customer internally at Arthrex–sharing strategic use-cases, process improvements and asks back into the internal ecosystem

Contribute to ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success

Responsible for developing policies, procedures, knowledge base content, and training guides related to customer support and success

Engage with learning technology and Arthrex stakeholders to translate customer feedback into product requirements and feature enhancements. Review and provide input on proposed changes to ensure customer satisfaction.

Lead a monthly review of progress and updates for the leadership team

Knowledge /Skills :
Passion for driving customer success and measurable outcomes

Understanding and application of basic principles and concepts related to customer success management and operations

Knowledge and skills in account planning and developing strategic customer success plans

Strong consulting skills and proven results working as a trusted advisor to drive value for clients

Ability to prioritize, multi-task, and perform effectively under pressure

Effective project management and organizational skills, specifically managing a high-volume customer base

Exceptional organizational, presentation, and communication skills, both verbal and written

Existing knowledge of software in digital learning with the ability to articulate its features and benefits to all levels

Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners

Ability to work both collaboratively and autonomously with a strong work ethic and positive attitude

Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility

Experience:
3 years of Customer Success experience in a medical device or technology organization required

Education Required :
Bachelor’s Degree required, preferably in business administration or marketing

Technical certifications or professional development related to customer success, public speaking, or similar preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Nearest Major Market: Naples

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