Customer Experience Manager, CORIS - NA

Nanosonics is hiring a Customer Experience Manager for CORIS in North America. The role manages customer implementations from sale through go-live and transition to ongoing support, coordinating stakeholders and site readiness while developing scalable processes to improve the customer journey.

Responsibilities:

• Serve as the central project manager and customer point of coordination from closed sale through successful go-live and transition to ongoing support
• Establish clear implementation milestones, responsibilities, customer expectations and communications that create a consistent customer experience
• Maintain visibility to implementation progress, risks, dependencies and decisions, escalating barriers promptly and driving timely resolution
• Coordinate site readiness across infrastructure, workflow, technical, clinical, connectivity and operational requirements, using input and approval from the responsible functional experts
• Align customer stakeholders, Account Managers, Clinical Applications, Service/FSE, Connectivity and Operations against an agreed implementation plan
• Coordinate technical installation, customer training, workflow integration and operational readiness so the customer is prepared for successful go-live
• Develop and maintain implementation playbooks, project plans, checklists, communications and handoff standards that support repeatable CORIS deployments
• Establish a documented transition to ongoing Clinical Applications support, utilization and adoption follow-up, Service and commercial account ownership
• Capture customer feedback and recurring implementation friction, translating lessons into practical improvements to the customer journey
• Partner with Marketing & Training and the CORIS Core Team to strengthen customer experience standards as CORIS progresses from controlled market release to broader commercialization

Requirements:

• Demonstrated ability to manage complex healthcare implementations involving multiple stakeholders, competing priorities, site requirements and interdependent milestones
• Strong customer-facing communication skills, with the ability to set expectations, explain implementation requirements, manage concerns and build trusted relationships
• Ability to build practical playbooks, checklists, timelines and reporting tools, identify recurring barriers and improve processes in an evolving launch environment
• Ability to influence without direct authority, clarify ownership, coordinate functional experts and maintain accountability for shared implementation commitments
• 5+ years of relevant experience in healthcare implementation, customer experience, project management, medical devices, or a related field
• Demonstrated experience managing complex customer projects across multiple functions, ideally, coordinating hospital or healthcare stakeholders across clinical, technical and operational functions
• Strong organizational, analytical, documentation and problem-solving skills, with the ability to manage concurrent projects and changing priorities
• Proficiency in Salesforce or similar CRM, Microsoft Office and project management tools
• Bachelor's degree in Business, Healthcare Administration, Life Sciences, or a related discipline preferred
• Project management training or certification, including PMP, preferred
• Experience with capital medical equipment implementation, endoscopy, infection prevention, or medical device reprocessing preferred
• Understanding of hospital and ambulatory care operations and the coordination required for capital equipment implementation; endoscopy, infection prevention, or reprocessing experience preferred