Customer Success Manager

About this role

At Murj, we do what we love and love what we do!

Murj was founded in 2014 to solve a problem witnessed first-hand. Founder and CEO, Todd, worked with cardiology practices as an implantable cardiac device sales representative for Medtronic. He watched clinicians struggle to manage these sophisticated devices using outdated and inadequate tools. Having previously worked in product management at Apple, Todd knew that brilliant design can profoundly impact the user experience -- so why not design a better way to care for patients with implantable devices?

In Murj, Todd created an enterprise SaaS cardiac device management software solutions company that reimagines and transforms patient care through thoughtful design and a passion for quality and a commitment to customer satisfaction. Today, Murj continues this transformative innovation with intuitive, elegant, and imaginative technology solutions that improve the lives of cardiac care professionals and their patients.

What Murj offers.

Murj is for people seeking a fast-paced, ever-changing environment surrounded by a supportive team that works hard and strives for innovation and professionalism, with a steady diet of humility and camaraderie.

Every employee is treated like family, with love, respect, and responsibility. The individual and collective success of every employee is at the forefront of what we do and believe.

And in joining Murj, you are joining a community that believes in evolution and promotion from within; there is a high degree of opportunity for progression, creativity, and ownership.

From your first day at Murj, you are eligible for full medical, dental, and vision insurance along with an open vacation policy, more than 10 annual company holidays, and competitive compensation and equity participation, and a 401(k) after 3 months of service.

How We Work at Murj

Murj is the right place for people who excel in fast-paced, dynamic environments. Murj embodies a high-performance culture where every team member is expected to exceed expectations and take ownership beyond their role to drive our collective success.

Employees should be comfortable working independently and taking initiative to identify and address needs. This proactive approach is essential to thriving at Murj.

We believe in working hard together, with a shared sense of purpose and drive. We’re not afraid to ask tough questions, and we support each other in reaching for bold new ideas.

Let us leave you with this.

If this role sounds intriguing - we encourage you to apply. And we encourage applicants to embrace new challenges, as the right fit at Murj is often more about the person and the challenges they seek, not just what they have accomplished in the past.

About The Role.

The Customer Success Manager will perform and be proficient at all phases of the Customer Onboarding process from Pre-launch through post launch follow up and optimization. In performing these tasks they will be required to work with all Customer and Murj related stakeholders to include, but not limited to:

• Engineering teams

• Project Management

• IT EHR teams

• Billing stakeholders

• Clinical and Provider teams

• Sales

The Customer Success Manager will travel to the launch locations during go-live to train new users and continue training virtually as needed.

In addition to these responsibilities, the Customer Success Manager will have a presence in, and participate fully in the Murj chat and customer support duties on a scheduled basis. This will entail providing real time expert support to all customers using the platform as needed. Candidates should be comfortable working independently, and taking the initiative to identify and address work needed but not necessarily assigned.

What You’ll Do.

Customer Success Manager Responsibilities:

• Customer Onboarding: Guiding new customers through setup and implementation processes to ensure they understand and can effectively use the Murj platform.

• Project Management: Overseeing customer onboarding projects, utilizing project management software to track progress, manage tasks, and ensure timely completion.

• Murj Platform Expertise: In-depth knowledge of all Murj products, including Murj Analytics, Billing, and Clinic Workflows, to provide comprehensive customer support and training.

• Professional Communication: Maintaining clear, concise, and professional communication with both internal teams and external customers, adapting communication style to meet the needs of different audiences.

• Real-Time Customer Support: Providing immediate assistance to customers via phone, email, chat, or other channels, troubleshooting issues, answering questions, and escalating complex problems as needed.

• Intercom Coverage: Monitoring and responding to customer inquiries through the Intercom platform, ensuring timely and accurate responses to customer questions and concerns.

• Billing Support: Assisting customers with billing inquiries, including invoice explanations, payment processing, and account adjustments.

• Analytics Training: Educating customers on how to use Murj Analytics to track key metrics, generate reports, and gain valuable insights into their business performance.

• Customer Training: Conducting comprehensive training sessions to teach customers how to utilize all aspects of the Murj platform effectively.

• Onboarding Calls: Leading onboarding calls with new customers to welcome them to the platform, answer questions, and provide guidance on next steps.

• Expense Reporting: Accurately tracking and reporting business expenses incurred during customer interactions, training sessions, or other work-related activities.

• Team Support: Sharing knowledge, providing training, developing educational materials, and documenting workflows to support and empower fellow team members.

• Timely Project Completion: Ensuring the timely and efficient completion of customer onboarding projects and compliance metrics for launc

Similar jobs

• Customer Success Manager — Metropolis · Remote
• Customer Success Manager — Melio · Remote
• Customer Success Manager — Melio · New York City
• Customer Success Manager — Patlytics · New York
• Customer Success Manager — Mongodb · Boston
• Customer Success Manager — Gamma · San Francisco
• Customer Success Manager — Pylon-labs · New York
• Customer Success Manager — Cordance · Remote