Customer Success Manager - Medical Devices & Ops

EBR Systems, Inc.; Santa Clara (CA); On-site; USD 118,000 - 135,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Paid Time Off

Stock Options

Education Assistance

Commuter Benefits

Weekly Lunches

Job summary

EBR Systems, Inc. is seeking a Customer Service Manager to oversee the full order-to-cash process, order management, CRM administration, and sales operations support.

You will partner with Manufacturing, Supply Chain, Finance, Quality, and Field Sales to ensure smooth order flow, inventory visibility, and accurate sales tracking. Lead process improvements, support Salesforce administration and integration, and manage day-to-day customer service operations.

Qualifications

• 7+ years of experience in customer service, order management, sales operations, medical device operations, or a related field.
• Experience supporting order-to-cash processes within a regulated industry environment.
• Experience working cross-functionally with Supply Chain, Manufacturing, Sales, and Finance teams.
• Previous supervisory or team leadership experience preferred.

Responsibilities

• Oversee order verification for products, upgrades, demo kits, and service requests.
• Ensure timely processing of customer orders and high customer satisfaction.
• Manage relationships with external vendors supporting customer service operations.
• Identify and implement process improvements in order management and customer service functions.
• Coordinate with Manufacturing and Supply Chain to support product availability and fulfillment.
• Conduct inventory forecasting and monitor backorders and lead times.
• Investigate and resolve order-related issues and customer concerns.
• Collaborate with Finance, Quality and Field Sales to support business objectives.
• Support Salesforce administration and integration projects.

Skills

Order-to-Cash

CRM Systems

Cross-Functional Collaboration

Communication Skills

Analytical Mindset

Technical Proficiency

Organization & Time Management

Adaptability

Education

Associate's degree

Bachelor's degree

Tools

Salesforce

NetSuite

MasterControl

Job description

EBR Systems, Inc. is seeking a Customer Service Manager to oversee the full order-to-cash process, order management, CRM administration, and sales operations support.

You will partner with Manufacturing, Supply Chain, Finance, Quality, and Field Sales to ensure smooth order flow, inventory visibility, and accurate sales tracking. Lead process improvements, support Salesforce administration and integration, and manage day-to-day customer service operations.