Customer Success Manager

Who is Anatomage?
Anatomage is committed to transcending the limitations of existing medical education with innovative products that elevate the teaching and learning process. Our staff is relentlessly committed to quality and customer satisfaction, striving to make sure our customers realize the full benefits of our unique products.
Anatomage is the global 3D medical application leader. Our products are currently installed and used in thousands of universities, institutions, clinics, and hospitals all over the US and world-wide. The Anatomage Table is the most technologically advanced 3D anatomy visualization system for anatomy education and is being adopted by many of the world’s leading medical schools and institutions.
About the Role
We are looking for an experienced Customer Support Manager to provide excellent customer service to our Anatomage end-users and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
A Customer Support Manager will work with a team of Customer Support Representatives and oversee their customer service operations. They will also work with managers in other departments to address customer complaints or concerns as needed.
This is an on-site position based in the company's headquarters in Santa Clara. Local candidates preferred.
What You’ll Do
Supervising the daily operations of the Anatomage’s customer support team
Facilitating all Anatomage customer onboarding, adoption, and expansion.
Spearheading customer relationship management to address and resolve all installation and service issues.
Identifying key opportunities by monitoring customer activities and developing solutions.
Setting customer service goals for team members and helping them reach those goals
Interacting with customers and handling customer queries and complaints in a timely manner
Maintaining ongoing relationships with existing customers
Making weekly and monthly reports and surveys and making suggestions to the development team, sales as well as marketing team.
Identifying and tracking KPI's, market trends, reporting these findings by delivering regular business reviews and success plans to management team.
Influencing customer success through educating customers on Anatomage’s revolutionary products or services.
Collaborating with sales, marketing and product development team to deliver solutions and tools to customers
Requirements
Skills and Abilities Required
Possess a customer-centric mindset, strong analytical background, think critically, synthesize new data quickly and prioritize efficiently.
5 + years of experience in customer service or customer support position strongly preferred
Exceptional ability to communicate and foster positive business relationships
Experience in managing a diverse group and training each according to Anatomage’s standards
Ability to establish milestones and keep all team members on task
Deep understanding of customers concerns and thoughts regarding the use of Anatomage Products and the ability to troubleshoot as needed
Demonstrated success in building and implementing programs that engage, educate and deliver results against pre-defined measurement criteria
Confident and eloquent communicator in writing, speaking and facilitation.
Knowledge of Human Anatomy, products and their use across customer segments is ideal
Qualities We Look For
Familiar with Salesforce, Outreach,or other CRM systems.
Proficient in Microsoft Word, Excel and PowerPoint.
Strong analytical skills and ability to multitask
Strong time-management skills
Team player, who is pro-active and owns accountability
Minimum Education and Experience Required
Bachelor's degree in a relevant field (Business Administration, Anatomy, Public Health, Sales, Communication, etc.) required
Benefits
What We Offer
Health, Dental, and Vision care for you and your family
401K savings plan with employer matching
Generous PTO leave and paid holidays
Opportunity to grow with the company
On-site gym facility
Fun, casual and blooming culture
About Anatomage
Anatomage has been financially robust and growing for 15 consecutive years. Doctors world-wide have enthusiastically responded to the company’s products, making us a market leader and setting the industry standard. Currently, thousands of clinics and hospitals use Anatomage's software for patient diagnosis and treatment planning. Leading radiology equipment companies use Anatomage’s software as a key component in their systems.
Anatomage offers the world’s first and only life-sized virtual dissection table. Students can learn anatomy and physiology using highly interactive and accurate real human-based digital data. Institutions can offer high quality education without worrying about chemicals, facility costs, and regulatory issues. Hundreds of schools have adopted the Anatomage Table as the main teaching tool for students.
At Anatomage, there is an opportunity to work alongside the best in the field. With a diverse group of people from various technical, clinical, and artistic backgrounds, Anatomage provides a culture where distinguished individuals can work and collaborate in an organic manner. Our team members all bring unique strengths and talents to their group and embrace each other's diverse perspectives. Anatomage offers a distinct work experience with an exceptional opportunity to develop careers. Our philosophy is to foster a dynamic work environment, and we are proud to let our employees' knowledge and responsibilities grow with the company.
In the U.S., the standard base pay range for this role is $90,000.00- $(phone number removed) Annual. This base pay range is for the U.S. and is not applicable to locations outside of the U.S.. Actual amounts will vary depending on experience, performance and location. In addition to a competitive base pay, employees in this role may be eligible for incentive compensation. Incentive compensation is not guaranteed.
Anatomage is an Equal Employment Opportunity employer. We do not offer H1B Sponsorship at this time. Local candidates preferred.
Fraud Recruitment Disclaimer
It has come to our notice that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondences, claiming they are representatives, subsidiaries or under contract with Anatomage, Inc., and, thus, pretending to represent Anatomage. The main purpose of these correspondences and announcements is to obtain privileged information from individuals, or to induce people to pay a fee for services related to recruitment or training or a new role.
Anatomage does not:
Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc.;
Request payment of any kind from prospective candidates for employment or any sort of fees;
Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at Anatomage;
and
Request or require personal documents like bank account details, tax forms or credit card information as part of the recruitment process.
Legitimate emails from @(url removed) domains are from the organization, anything outside of the stated domain is likely a scam and fraudulent email. If you have received an offer from any domain other than @(url removed), it is likely a scam and not a legitimate offer. Please do not provide any personal information to the imposters posing as recruiters or the HR manager of Anatomage, Inc. We recommend blocking and reporting their accounts for unauthorized and fraudulent behaviors.