Customer Relationship Manager - Medtech Surgery

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Customer Management
Job Sub Function:
Non-Technical Customer Service
Job Category:
Professional
All Job Posting Locations:
São Paulo, Brazil
Job Description:

We are seeking a dedicated and customer-focused Engagement Manager to support customers post-implementation and ensure long-term success. This role is responsible for facilitating platform adoption, managing customer relationships, and enabling teams to achieve their goals. Ideal candidates will have experience in clinical settings, strong communication skills, and a passion for delivering value to healthcare customers.

Key Responsibilities:

• Customer Relationship Management:
  Serve as the main point of contact for assigned accounts; build trusted relationships with both clinical and administrative users.

• Adoption & Enablement:
  Support implementation efforts, train users, and drive adoption through ongoing education and workflow integration.

• Issue Resolution:
  Manage day-to-day customer inquiries and collaborate internally to address challenges quickly and effectively.

• Account Monitoring:
  Track customer engagement and satisfaction metrics; identify risks and opportunities for deeper adoption.

• Feedback Loop:
  Gather input from customers and work with internal teams to continuously improve the product and customer experience.

• Success Planning:
  Develop tailored engagement plans to help customers meet defined success outcomes.

• Documentation:
  Maintain detailed records of all interactions, risks, and action items in internal systems.

• Value Storytelling:
  Assist in developing success stories and case studies that highlight customer outcomes.

Qualifications:

• 5+ years in customer success, account management, or clinical enablement roles, preferably in healthcare or digital health.
• Familiarity with hospital or clinical workflows and the ability to navigate complex stakeholder environments.
• Exceptional communication and interpersonal skills.
• Organized, proactive, and comfortable managing multiple priorities.
• Familiarity with the product lifecycle from conception to launch as well as product management tools and methodologies (e.g. Agile, Scrum)
• Familiarity with software development processes and tools. Has a basic knowledge of network connectivity and hardware. Basic knowledge of UX/UI principles to collaborate effectively with design teams.
• Willingness to travel up to 15%.