Customer Success Manager – Physiotherapist

Role Overview

• Perform video-based customer training to excited customers receiving their Trexo devices.
• Provide check-ins on regular intervals after deployment.
• Collaborate with customers to establish clear goals, nurturing their satisfaction.
• Build KPIs to track the customer satisfaction and team's performance.
• Address individual customer queries on a daily basis (we have chat groups with each user).
• Attend conferences and tradeshows with the UK sales Representative across Europe as needed.
• Manage customer issues by creating tickets and prioritizing them for resolution.
• Troubleshoot electrical, mechanical, software issues by looking at logs or via video calls.
• Develop training plans and videos to streamline the support/ training process.
• Help in developing the customer success model.
• Provide feedback to the engineering and production teams on issues and suggestions by users.
• Co-ordinate with the other Customer Success and Sales Managers in Canada.

Requirements

• Graduation from an accredited Physiotherapy program. (UK PT accreditation with HCPC registration and/or CSP membership is an added advantage).
• 3+ years of experience working as a paediatric Physiotherapist or in a similar role.
• Strong verbal and written communication skills.
• Excellent attention to detail.
• Solid understanding of human kinematics.
• Excellent interpersonal skills and high levels of emotional intelligence.
• Ability to quickly learn and adapt to new software and digital tools.
• Ability to travel within Europe.
• Flexibility to work irregular hours, including occasional evenings or weekends.

Benefits

• Employee stock options.
• Group benefits plan (medical and dental).
• Flexible work timings.