Medical Device Guru

Greenlight Guru is a software company that helps some of the world's most innovative medical device companies design, develop and advance the success of devices that improve and extend the lives of millions of people across the globe. Having raised over $120M from top-tier investors, we are rapidly scaling with a driven and relentless commitment to helping our customers succeed. Consistently recognized as the Best Place to Work by Inc. Magazine, the Indy Star, and more, our culture is centered around improving the quality of life for everyone we come in contact with while fostering a fun, inclusive, high-performance environment.
The Customer Success team within Greenlight Guru exists to ensure customers are able to achieve their desired outcomes by using our software, resulting in renewal and potentially expansion revenue. The Guru Services team is responsible for all facets of the customer experience, including services and consulting, product roadmap prioritization and product testing, and reactive qualitative and technical support. A
Medical Device Guru is a specialized role within the Success team intended to bring industry expertise to the customer experience so that users of our software feel confident achieving their desired outcomes. This role is responsible for the following:

• Provide guidance and advisory services to customers who purchase professional services with their software subscription.
• Assist Customer Success Managers (CSMs) with strategic calls and customer milestone reviews as needed to examine customer progress toward the desired outcomes, evaluate/meet needs, identify risk factors, and suggest areas of optimization and improvement.
• Assist the Product team with roadmap prioritization, feature scoping, and product feedback as an industry subject matter expert.
• Serve as a key thought leader for the business, producing marketing collateral such as articles/blogs, podcasts, webinars, recorded trainings, and more.
• Record customer feedback in Productboard and relevant customer success software, and serve as an internal advocate for customer requests.
• Help identify high risk customers and expansion opportunities based on regular interactions with users. Assist the CSMs to accurately manage and forecast churn, renewals, and upsells.
• Respond promptly and effectively to inbound customer questions in Zendesk and via email.
• Lead and contribute to internal projects for improving customer resources, streamlining internal processes, and enhancing existing service offerings.
• Embody the company's core values of a culture of closing, true quality, innovation, and fanatical support
• Adhere to process and the usage of critical systems (like Salesforce and the Customer Success platform, Gainsight)
• Help bridge the gap between Customer Success and other teams by serving as a liaison with Sales, Product, Marketing, and Finance to streamline processes between each.
• Be an agent of customer surprise and delight, going the extra mile to ensure true quality and fanatical support.

How we will measure the success in this role:

• Achieve net revenue retention of 101%+ and an annual churn rate of 16% or less by the end of 2023

• Increase customer NPS for the book of business (goals will change based on establishing a benchmark)
• Identify customer expansion opportunities to improve customer outcomes and increase adoption of the software platform
• Maintain a high usage health score for Services packages of the assigned customer book of business

Requirements

• 3+ years working in the medical device industry, preferably with a role of Product Development Engineer, Quality Engineer, or similar.

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.