Looking for a

Customer SuccessManager

-

Lyon area

About SMADE

SMADE provides smart tracking solutions embedded in surgical trays and instruments that deliver instrumental analytics on our proprietary platform called S-HUB allowing for faster inventory checks, smoother operations, better Q&R compliance and higher patient safety.

This is the place for those who want to collaborate and to innovate, for those who want to evolve and want to solve, for those who care and for those who dare, and for those who have an ambition to take up great challenges.
Come as you are! At SMADE, we are … IKEA assembly geniuses, triathletes, Mamma Mia lovers, Apple addicts, golf players and so much more.

-

We are looking for...

We are looking for a dynamic Customer Success Manager to join our amazing team here at SMADE.

SMADE is launching a highly innovative solution in the market and we are signing our first pilot contracts. The CSM role will be key to building the foundation of strong customer relationships and collecting feedback from the field.

You will be responsible for understanding customer needs, analyzing their utilization of our platform, and facilitating strategic recommendations with suitable solutions accordingly. As a trusted advisor and facilitator, you will help customers realize the full potential of their SMADE solutions, which will ultimately translate into retention, renewal and upselling of their subscription. You will manage multiple points of contact for each customer account, including high executives.
At SMADE, you will be the one with the most in-depth knowledge of our customers, therefore you will hold a key position within our team.

You will work under the responsibility of the Business Development Lead and will work with all SMADE processes and teams.

You will have full ownership of your work streams, and we expect you to operate proactively and autonomously.

-

The CSM mission relies on 3 pillars: Analysis, Strategy, and Customer Relationship.

1. Data analysis 
  • Analyze customer-use data of our platform and translate it into recommendations for customers
  • Build custom reports tailored towards customer needs and concerns while highlighting how SMADE addresses their needs
  • Leverage a deep understanding of SMADE Solutions to ensure all customers extract the full value out of their SMADE subscription
  • Draw actionable insights from all customer’s platform data usage for your colleagues in the Product and Marketing teams
  • Bring the customer’s perspective, research industry needs and trends, and make suggestions to refine product roadmap
2. Strategy
  • Create a 1-year strategy plan for post-pilot customer retention and upsell
  • Build a success plan for your accounts at each step of their customer journey
  • Bring the Voice of Customer to our strategy meetings and deliver recommendations to ensure continuous alignment of our BD and product roadmaps with customer expectations
  • Challenge and proactively suggest improvements to our BD strategy and customer onboarding process

-

3. Customer relationship
  • As customers’ “trusted advisor”, understand the customer’s business strategies and technical needs (you have to know their needs and uses, better than they know themselves)
  • Oversee customer performances to ensure we are meeting, or exceeding, their needs
  • Build and maintain strong relationships with customer accounts (High executives, but also Finance, Sales, Ops, Quality roles…)

-

What you will need

Must have
  • Bachelor’s degree/MBA in Business Development or a related field - typically preparatory class / engineering or business schools.
  • Recent graduate profile or a few years experience in roles that includes strategic thinking, data analysis and were customer facing in fast-paced challenging environments (customer success, strategy consulting, business development in top-ranked startup, …)
  • Curiosity about new technologies and medical devices industry
  • Familiar with Agility and agile methodologies Willingness to contribute to the set-up of our processes
Nice-to-have
  • MedTech experience, agile methodologies experience, start-up environment experience, experience in an early stage, high growth company.

-

About you

  • You are passionate about people and customer relationships, and of course data
  • You have good analytical skills, think global and execute methodically. You analyze, synthesize the uses of customers and can creatively think about their improvement for an optimal business.
  • You are an excellent communicator and influencer in English - written and oral skills - and have good adaptability to work within a small structure. You love to talk with customers to advise them during their SMADE journey.
  • Ideally, you master the French language, both oral and written.
  • You have excellent organizational skills to keep your projects on track and on time.
  • You are forward-looking with an optimistic worldview.
  • You are devoted, enthusiastic, autonomous, curious and fun!
  • You thrive in an entrepreneurial environment and the adventure of building an innovative business.
  • You are results-oriented, upbeat and focused with a strong passion to learn and succeed.
  • You are a self-motivated, entrepreneurial, independent, driven individual to meet objectives and take initiative.
  • You thrive when you have many projects going on at once.
  • You know how to build and scale the business while adapting to change and navigating the challenges of a young company.

-

Our promise...

An opportunity to have a unique experience of innovative solutions launch in the exciting MedTech market.

We offer a stimulating work environment that emphasizes initiatives.

Be part of a close-knit (and super fun) team, where trust, transparency and challenging!

Flexoffice! SMADERS are free to organize themselves as they wish.

Express yourself! At SMADE, we encourage all new ideas and we will give you the opportunity to initiate them.

-

Our recruitment journey...

It’s a cruise one along which you will undoubtedly meet Marion, our HR pilot who is there to steer you in the right direction. She will introduce you to your future skipper who will give you an overview of the route the company has taken as well as the future destinations it intends on reaching. And finally, a last hands-on experience meeting.
So if you are an adventurer like us and you are looking to explore new horizons, then jump aboard!

-

Other info...

Location: This position is located in Lyon (France)

Travels: This position requires to travel as needed to meet customers or other relevant actors in the US and Europe.

SMADE is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

-

Apply for this Job

Full time
Lyon area
Posted 3 weeks ago

Looking for a

Customer Success
Manager

Lyon area

About SMADE

SMADE provides smart tracking solutions embedded in surgical trays and instruments that deliver instrumental analytics on our proprietary platform called S-HUB allowing for faster inventory checks, smoother operations, better Q&R compliance and higher patient safety.

This is the place for those who want to collaborate and to innovate, for those who want to evolve and want to solve, for those who care and for those who dare, and for those who have an ambition to take up great challenges.
Come as you are! At SMADE, we are … IKEA assembly geniuses, triathletes, Mamma Mia lovers, Apple addicts, golf players and so much more.

We are looking for…

We are looking for a dynamic Customer Success Manager to join our amazing team here at SMADE.

SMADE is launching a highly innovative solution in the market and we are signing our first pilot contracts. The CSM role will be key to building the foundation of strong customer relationships and collecting feedback from the field.

You will be responsible for understanding customer needs, analyzing their utilization of our platform, and facilitating strategic recommendations with suitable solutions accordingly. As a trusted advisor and facilitator, you will help customers realize the full potential of their SMADE solutions, which will ultimately translate into retention, renewal and upselling of their subscription. You will manage multiple points of contact for each customer account, including high executives.
At SMADE, you will be the one with the most in-depth knowledge of our customers, therefore you will hold a key position within our team.

You will work under the responsibility of the Business Development Lead and will work with all SMADE processes and teams.

You will have full ownership of your work streams, and we expect you to operate proactively and autonomously.

The CSM mission relies on 3 pillars: Analysis, Strategy, and Customer Relationship.

1. Data analysis 
  • Analyze customer-use data of our platform and translate it into recommendations for customers
  • Build custom reports tailored towards customer needs and concerns while highlighting how SMADE addresses their needs
  • Leverage a deep understanding of SMADE Solutions to ensure all customers extract the full value out of their SMADE subscription
  • Draw actionable insights from all customer’s platform data usage for your colleagues in the Product and Marketing teams
  • Bring the customer’s perspective, research industry needs and trends, and make suggestions to refine product roadmap
2. Strategy
  • Create a 1-year strategy plan for post-pilot customer retention and upsell
  • Build a success plan for your accounts at each step of their customer journey
  • Bring the Voice of Customer to our strategy meetings and deliver recommendations to ensure continuous alignment of our BD and product roadmaps with customer expectations
  • Challenge and proactively suggest improvements to our BD strategy and customer onboarding process

3. Customer relationship
  • As customers’ “trusted advisor”, understand the customer’s business strategies and technical needs (you have to know their needs and uses, better than they know themselves)
  • Oversee customer performances to ensure we are meeting, or exceeding, their needs
  • Build and maintain strong relationships with customer accounts (High executives, but also Finance, Sales, Ops, Quality roles…)

What you will need

Must have
  • Bachelor’s degree/MBA in Business Development or a related field – typically preparatory class / engineering or business schools.
  • Recent graduate profile or a few years experience in roles that includes strategic thinking, data analysis and were customer facing in fast-paced challenging environments (customer success, strategy consulting, business development in top-ranked startup, …)
  • Curiosity about new technologies and medical devices industry
  • Familiar with Agility and agile methodologies
    Willingness to contribute to the set-up of our processes
Nice-to-have
  • MedTech experience, agile methodologies experience, start-up environment experience, experience in an early stage, high growth company.

About you

  • You are passionate about people and customer relationships, and of course data
  • You have good analytical skills, think global and execute methodically. You analyze, synthesize the uses of customers and can creatively think about their improvement for an optimal business.
  • You are an excellent communicator and influencer in English – written and oral skills – and have good adaptability to work within a small structure. You love to talk with customers to advise them during their SMADE journey.
  • Ideally, you master the French language, both oral and written.
  • You have excellent organizational skills to keep your projects on track and on time.
  • You are forward-looking with an optimistic worldview.
  • You are devoted, enthusiastic, autonomous, curious and fun!
  • You thrive in an entrepreneurial environment and the adventure of building an innovative business.
  • You are results-oriented, upbeat and focused with a strong passion to learn and succeed.
  • You are a self-motivated, entrepreneurial, independent, driven individual to meet objectives and take initiative.
  • You thrive when you have many projects going on at once.
  • You know how to build and scale the business while adapting to change and navigating the challenges of a young company.

Our promise…

An opportunity to have a unique experience of innovative solutions launch in the exciting MedTech market.

We offer a stimulating work environment that emphasizes initiatives.

Be part of a close-knit (and super fun) team, where trust, transparency and challenging!

Flexoffice! SMADERS are free to organize themselves as they wish.

Express yourself! At SMADE, we encourage all new ideas and we will give you the opportunity to initiate them.

Our recruitment journey…

It’s a cruise one along which you will undoubtedly meet Marion, our HR pilot who is there to steer you in the right direction. She will introduce you to your future skipper who will give you an overview of the route the company has taken as well as the future destinations it intends on reaching. And finally, a last hands-on experience meeting.
So if you are an adventurer like us and you are looking to explore new horizons, then jump aboard!

Other info…

Location: This position is located in Lyon (France)

Travels: This position requires to travel as needed to meet customers or other relevant actors in the US and Europe.

SMADE is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Apply for this Job

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