Customer Success Specialist - EMEA (Remote)

Pulsenmore; Greater London; Remote; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as an EMEA Customer Success Specialist, where you'll play a crucial role in enhancing patient care through innovative home ultrasound technology. In this dynamic position, you'll manage customer relationships, drive adoption, and ensure satisfaction for B2B clients. Collaborate with cross-functional teams to influence product enhancements and deliver exceptional training experiences. This fully remote role offers the chance to make a tangible impact in healthcare while working with a passionate and agile team. If you're ready to contribute to a mission-driven organization, this is the perfect opportunity for you.

Qualifications

• 4+ years in a customer success or related function.
• Proven ability to design and implement onboarding curriculum.

Responsibilities

• Manage customer onboarding and drive product adoption.
• Act as primary contact for key accounts, ensuring satisfaction.

Skills

Customer Relationship Management

Proactive problem resolution

Leadership skills

Empathy

Technical skills

Collaboration Skills

Time Management

Communication Skills

Data Analysis

Sales Experience

Education

Bachelor’s degree in relevant field

Tools

Cloud architecture knowledge

Active Directory Management

Job description

Pulsenmore EMEA Customer Success Specialist - (Remote)

Are you passionate about health technology and eager to make a tangible impact on patient care? Pulsenmore is seeking a dynamic EMEA Customer Success Specialist to join our innovative team and help revolutionize home ultrasound technology.

Pulsenmore is an emerging leader in connected, patient-driven, home ultrasound. We are on a mission to dramatically improve access to care while increasing convenience and efficiency for healthcare providers, patients and payers alike. Our first product, the Pulsenmore ES, is a hand-held pregnancy monitoring solution that docks with a smart phone and makes it possible for every expectant mother to self-scan and receive remote clinical assessment by her healthcare provider. The company is based in Israel and its North America headquarters are in Boston, MA.

Our team is small but mighty – and constantly growing! We are laser-focused on bringing care to where people are, and seek to collaborate with like-minded, agile and driven individuals who want to solve healthcare’s most challenging problems.

Our core values are:

• People-centered. We believe that magic happens when people from diverse backgrounds come together and collaborate.
• Passion for connected care. We find purpose in our work and derive energy from coming up with creative, meaningful solutions that seamlessly integrate into existing infrastructures.
• Simplicity and integrity always. We strive to simplify what’s complex and have a strong moral compass to always behave ethically and responsibly.
• Curiosity and humility. Not one person has all the answers. We ask direct questions and encourage continuous learning, cultivating personal and professional development.

Our EMEA Customer Success Specialist will be at the heart of our commercial organization. You are the single-point-of-contact for our B2B customers, managing their onboarding, driving adoption, monitoring their satisfaction and measuring success. You are responsible for developing customized accounts plans and nurturing relationships, ensuring their experience exceeds all expectations.

Specifically, in this role you can expect to:

• Design and implement a comprehensive customer journey, including onboarding, training, roadmap development, and ongoing customized account management
• Act as the primary point of contact for key accounts, fostering strong, long-term relationships
• Lead the logistics and operations necessary for the successful delivery and adoption of our products and solutions by customers
• Demo the Pulsenmore device to prospective clients and lead the training for existing clients, including clinicians and IT staff.
• Work closely with sales to review customer end-to-end processes quality, evaluate effectiveness and prioritize opportunities for short- and long-term improvements; develop dashboards and reporting scorecards
• Collaborate with cross-functional teams, including Product, R&D, and Support, to address customer feedback, influence product enhancements, and ensure the alignment of our solutions with customer needs
• Provide customer insights and support Marketing in generating clinical, operational and economic evidence and proof points, in support of pre- and post-market introductions
• Provider Tier 1 and Tier 2 technical support as required
• Create and maintain a knowledge base and resource center for customers, including guides, FAQs, and best practices to enhance their engagement with our products.

Core Skills Required:

• Customer Relationship Management
• Brand promotion
• Proactive problem resolution
• Leadership skills
• Empathy
• Product knowledge
• Technical skills – Knowledge of Cloud architecture and Active Directory Management preferred
• Collaboration Skills
• Time Management
• Communication Skills
• Customer Intelligence
• Data Analysis
• Sales Experience

To succeed in this role, we are looking for the following:

• Bachelor’s degree in relevant field
• 4+ years in a customer success, training or related function
• Track record of building and scaling customer success programs in a fast-paced, high-growth environment.
• Proven ability to gather data, synthesize information, and create an insightful analysis that both educates and outlines a clear direction for action
• Proven ability to design and implement an onboarding curriculum for both in person and virtual training activities
• Demonstrated capabilities of delivering and managing complex projects
• Strong verbal, written and presentation skills
• Entrepreneurial and data-driven mindset to identify and capitalize on opportunities for improvement and new ways of working
• Strong business acumen and understanding of a full range of business principles
• Experience working cross-functionally with culturally diverse teams
• Strong project management skills, including the ability to prioritize, manage multiple initiatives, and deliver on time and within scope
• Understanding of care pathways, and the many players in healthcare
• Experience with Ultrasound technology is beneficial
• Oral and written fluency in English and at least one additional European language (French, Italian, Spanish or German)

Important to note

Pulsenmore is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to their race, religion, color, age, gender, sexual orientation, national origin, veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

This is a fully remote role with frequent travel required (approximately 50%-75% of the time)

Employees must produce proof of identity and work authorization in accordance with local, country and EU law.

If you are ready to join a team that’s making a difference in healthcare, we encourage you to apply and help us bring innovative solutions to both patients and providers!