Medical Device Guru

Are you ready to
make a difference? At Greenlight Guru, our leading SaaS platform helps some of the world's most innovative medical device companies bring higher quality, life-changing products to market faster. Our cloud-based technology serves 1000+ global customers with a platform that powers end-to-end product lifecycle excellence from idea to commercialization to postmarket surveillance.
Headquartered in Indianapolis, IN, we are a
remote-first company on a mission to improve the quality of life. Having raised over $120M from top-tier investors, we are rapidly scaling with a driven and relentless commitment to helping our customers succeed. Since 2021, we are part of JMI Equity, a growth equity firm focused on leading software companies.
About this role: The Customer Success team within Greenlight Guru exists to ensure customers are able to achieve their desired outcomes using our software. The team is responsible for all facets of the customer experience, including onboarding and implementation, periodic business reviews, services and consulting, product prioritization, and technical support. The Medical Device Guru is a specialized role on the Onboarding & Implementation team and is intended to bring industry expertise to the onboarding experience to ensure users of our softwares can quickly and confidently get up and running.
Your contributions and responsibilities:

• Own the customer onboarding experience by hosting live onboarding and implementation calls, gathering and implementing customer feedback on the onboarding experience, and managing content associated with the onboarding process.
• Measure and work to decrease Time to Value, the time it takes for a customer to successfully use the software.

• Create and maintain the Greenlight Guru Academy training materials and courses, including video tutorials and articles.

• Work closely with Customer Success Managers to coordinate training and onboarding needs, communicate customer challenges, and track customer progress toward the desired outcome and milestones.
• Help identify customers who need extra support and assist the CSM in creating an appropriate action plan.
• Record customer's feedback and product needs in relevant customer success software and serve as an internal advocate for customer requests.
• Assist the support team with inbound customer inquiries and serve as a resource to customers during their onboarding and implementation phase.
• Embody the company's core values of a culture of closing, true quality, innovation, and fanatical support.
• Adhere to the defined Customer Success processes and the intended usage of our software systems.
• Be an agent of customer surprise and delight, going the extra mile to ensure true quality and fanatical support.

Your success will be measured by:

• Time to Value
• Customer Satisfaction (CSAT) score
• Customer NPS
• Renewal Rates

Your ideal qualifications:

• An experienced medical device professional (2-5 years). QMS implementation experience is a plus.
• A team player with a track record of building positive relationships with peers and others within a company.
• A driver mentality and is a self-starter with the ability to work independently.
• A highly organized and tenacious record-keeper who logs and maintains customer notes and processes in relevant systems.
• An excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, live chat, and through email.
• Tech-savvy and comfortable toggling between various SaaS tools.
• A thought leader that is motivated to learn about and stay informed of a complex and ever-changing industry.
• Above all, someone who wants to help other medical device professionals succeed.

Benefits you'll enjoy:

• Supportive teammates and co-workers who care deeply about our mission
• Flexible Paid Time Off policy and working hours
• Remote-first culture
• Home Office stipend upon hire
• Health insurance options including a 100% company paid plan (vision, medical, dental)
• 401k (with company match)
• Equity Program Eligibility (based on role and/or tenure)
• Three months paid maternity leave
• Disability insurance

From the beginning, our goal has been to build a
company with 'soul' and create a special place to work for people who want a sense of purpose in what they do. With 200+ employees across North America and Europe. We offer careers in engineering, product, sales, marketing, customer success, talent, finance, operations, and more. We look for people with 'alligator blood' a.k.a team members who are resilient, push forward and never give up, and who want to win with purpose. Consistently recognized as a Best Place to Work, our culture is centered around our core values of innovation, fanatical support, true quality, and culture of closing, while fostering a high performing, diverse and inclusive, fun environment.
Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. If you need assistance or accommodations to submit your application for this position, please email [email protected].