Customer Experience Manager, CORIS - NA

Nanosonics; United States; On-site; USD 91,000 - 137,000; Full time

Benefits offered by this job

Annual bonus (STI)

Job summary

Nanosonics is seeking a Customer Experience Manager – CORIS, North America to lead end-to-end customer implementations from purchase to go-live and ongoing adoption. You will coordinate internal teams—Account Managers, Clinical Applications, Service, Connectivity, and Operations—to ensure readiness and a smooth deployment.

The role emphasizes building repeatable processes, documenting milestones, and managing customer expectations to deliver a best-in-class experience across North America.

Qualifications

• Bachelor-level education in a relevant field.
• 5+ years of healthcare implementation, customer experience, or project management experience.
• Experience coordinating across clinical, technical and operational stakeholders in hospital or healthcare settings.
• PM certification (PMP) preferred.

Responsibilities

• Serve as central project manager from sale through go-live and post-implementation support.
• Define milestones, responsibilities, and communications for a consistent customer experience.
• Coordinate site readiness, installation, training, and workflow integration for a successful go-live.
• Develop scalable implementation playbooks, plans, and handoff standards for repeatable CORIS deployments.
• Maintain Salesforce records and provide progress, risk, and readiness reporting.

Skills

Project management

Stakeholder coordination

Customer communication

Salesforce CRM

Education

Bachelor's degree in Business, Healthcare Admin, Life Sciences, or related

Tools

Salesforce

Microsoft Office

PM tools

Job description

Nanosonics is hiring for a Customer Experience Manager – CORIS, North America!

The Customer Experience Manager – CORIS, North America is a key member of the CORIS Core Team, responsible for delivering a consistent, best-in-class customer journey from purchase order or contract through implementation, go-live and transition to ongoing support and adoption. This is a hands-on project management and customer coordination role, bringing together customers, Account Managers, Clinical Applications, Service, Connectivity and Operations to ensure deployments are well planned, sites are ready and responsibilities and expectations are clear. The role will build and continuously improve the implementation processes required to support CORIS commercialization and scale across North America.

PRIMARY OBJECTIVES & AUTHORITY (INCLUDES DELEGATION):

Own Customer Implementation & Experience

• Serve as the central project manager and customer point of coordination from closed sale through successful go-live and transition to ongoing support.
• Establish clear implementation milestones, responsibilities, customer expectations and communications that create a consistent customer experience.
• Maintain visibility to implementation progress, risks, dependencies and decisions, escalating barriers promptly and driving timely resolution.

Coordinate Site Readiness & Go-Live

• Coordinate site readiness across infrastructure, workflow, technical, clinical, connectivity and operational requirements, using input and approval from the responsible functional experts.
• Align customer stakeholders, Account Managers, Clinical Applications, Service/FSE, Connectivity and Operations against an agreed implementation plan.
• Coordinate technical installation, customer training, workflow integration and operational readiness so the customer is prepared for successful go-live.

Build a Scalable Customer Journey & Learning Process

• Develop and maintain implementation playbooks, project plans, checklists, communications and handoff standards that support repeatable CORIS deployments.
• Establish a documented transition to ongoing Clinical Applications support, utilization and adoption follow-up, Service and commercial account ownership.
• Capture customer feedback and recurring implementation friction, translating lessons into practical improvements to the customer journey.
• Partner with Marketing & Training and the CORIS Core Team to strengthen customer experience standards as CORIS progresses from controlled market release to broader commercialization.

SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES:

• Manage multiple customer implementations from purchase order or contract through go-live, with clear scope, milestones, owners, dependencies and target dates.
• Lead implementation kickoff meetings, regular progress reviews and customer communications; maintain an accurate record of actions, decisions, and commitments.
• Coordinate completion and documentation of site readiness assessments, including water, filtration, sink, air supply, space and other applicable infrastructure requirements with Service and the customer.
• Confirm customer responsibilities and readiness activities with endoscopy, sterile processing, infection prevention, facilities, IT, procurement and operational stakeholders as applicable.
• Coordinate delivery, installation scheduling, connectivity setup, training and workflow integration; technical installation and service remain owned by Service/FSE and clinical training and workflow integration by Clinical Applications.
• Track implementation risks and resolve cross-functional scheduling or readiness barriers; elevate technical, clinical, product, or resource issues to the accountable function.
• Coordinate documented go-live readiness review and completion of implementation milestones with the customer and responsible internal teams.
• Ensure a clear post-install handoff covering support contacts, outstanding actions, adoption follow-up, service requirements, and continued commercial ownership.
• Maintain implementation records in Salesforce and agreed project tools; report on on-time implementation, PO-to-go-live cycle time, readiness quality, customer feedback and handoff effectiveness.
• Develop scalable implementation tools and standards; capture Voice of Customer and lessons learned and route complaints or product quality concerns through established Quality and Regulatory processes.

SKILLS, KNOWLEDGE and EXPERIENCE:

• Demonstrated ability to manage complex healthcare implementations involving multiple stakeholders, competing priorities, site requirements and interdependent milestones.

Customer Experience & Communication:

• Strong customer-facing communication skills, with the ability to set expectations, explain implementation requirements, manage concerns and build trusted relationships.

Healthcare Workflow & Site Readiness:

• Understanding of hospital and ambulatory care operations and the coordination required for capital equipment implementation; endoscopy, infection prevention, or reprocessing experience preferred.

Process Development & Problem Solving:

• Ability to build practical playbooks, checklists, timelines and reporting tools, identify recurring barriers and improve processes in an evolving launch environment.

Cross-Functional Coordination:

• Ability to influence without direct authority, clarify ownership, coordinate functional experts and maintain accountability for shared implementation commitments.

Travel Requirements:

Ability to travel up to 15% of the time, including overnight travel as required.

EDUCATION / QUALIFICATIONS:

• Bachelor’s degree in Business, Healthcare Administration, Life Sciences, or a related discipline preferred.
• 5+ years of relevant experience in healthcare implementation, customer experience, project management, medical devices, or a related field.
• Demonstrated experience managing complex customer projects across multiple functions, ideally, coordinating hospital or healthcare stakeholders across clinical, technical and operational functions.
• Project management training or certification, including PMP, preferred.
• Experience with capital medical equipment implementation, endoscopy, infection prevention, or medical device reprocessing preferred.
• Strong organizational, analytical, documentation and problem-solving skills, with the ability to manage concurrent projects and changing priorities.
• Proficiency in Salesforce or similar CRM, Microsoft Office and project management tools; ability to travel to customer sites and team activities as required.

PERSONAL ATTRIBUTES:

Accountable & Detail-Oriented:

• Takes ownership of commitments, anticipates dependencies, follows through on actions and maintains accurate project documentation.
• Builds trust with customers and colleagues, listens carefully and coordinates teams around a shared commitment to a successful customer experience.

Adaptable & Solutions-Oriented:

• Comfortable building processes in a new commercialization environment; stays calm under pressure and resolves issues with practical judgment and timely escalation.

Annual Base Compensation Range: $91,200 - 136,800

STI 5%

Nanosonics is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels valued and respected. We welcome applicants of all backgrounds and strive to ensure equal opportunities in recruitment, development, and advancement. We uphold the principle of equal pay for equal work and actively work to eliminate any unexplainable pay gaps. If you’re passionate about contributing to an environment where diversity thrives, we encourage you to apply.