Customer Success Manager

WHAT WE DO

We sterilize medical device instruments used in surgeries - with a focus on health systems' largest challenges. That’s all we do - and we are setting a new standard for quality sterilization in the United States.

WHY THIS IS IMPORTANT

Sterilization Processing Departments (SPDs) are one of the most important and yet most overlooked areas of a hospital or surgery center. This is a critical and growing problem as staffing shortages, poorly maintained facilities, and failure to adhere to the standards required to ensure patient and staff safety are increasing costs and potentially putting lives at risk. Even though sterilization is central to providing surgeries, it is often an afterthought for most facilities. The people who work in the SPD know it, and the deteriorating morale of the SPD workforce is adding to the decrease in sterilization competency.

WHAT WE NEED

If you are looking for a cause, you may have found it. We push the envelope by challenging industry norms, the status quo, inefficient processes, and curiosity to “think differently”. This is more than a sales role; it’s a chance to join an innovative company disrupting an industry.

WHAT YOU WILL DO

• Customer Success Management and Daily Execution
• Conduct weekly/monthly business reviews
• Manage Key Performance Indicators (KPIs) such as turnaround time, tray defects, on-time delivery, missing/incomplete sets
• Serve as escalation point for OR Directors, SPD leaders, and Vendors
• Monitor daily case load, surgeon preference card accuracy, and case cart fulfillment
• Be a continuous feedback loop for Voice of the Customer (VOC) and KPI Dashboards
• Operational and Clinical Alignment - Cross-collaborator for the Customer
• Demonstrate Instrumentum value proposition
• Lead Quarterly Business Reviews and Customer Cadence activities
• Identify trends causing late starts or reprocessing loops
• Coordinate with Instrumentum’s internal operations teams
• Drive root-cause analysis and improvement plans

CSM Background Ideal

• Experience in SPD, perioperative services, healthcare operations, or supply chain
• Vendor(SYK, ZB, etc) operations leader - understands how vendor trays & hospitals work
• Strong data literacy
• High emotional intelligence
• Ability to influence change in clinical environments

WHAT WE OFFER

• A compelling vision and mission, and the collective pursuit of excellence
• A great environment. We’re fun to work with and are building an awesome team
• Generous benefits and growth opportunities with a well-positioned, fast-growing company

DETAILS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This is a position is partially remote, but necessary to be in the Long Beach, California, Elmhurst, IL, or Richmond, VA market, reporting to our Vice President of Customer Success.

COMPENSATION

• Annual Base Salary: $85,000 – $105,000 depending on experience and qualifications.
• Bonus Opportunity: Up to 15% of base salary depending on performance, uncapped.
• On Target Earnings: $97,750 – $120,750 depending on performance, uncapped.

BUSINESS DEVELOPMENT

• Long Beach, CA
• Elmhurst, IL
• Richmond, VA