Responsibilities and capabilities:

• Manage account creation and maintenance for LungTraX software platform including communications with customers, driving contracts to completion, facilitating deployment, and sustaining activities including troubleshooting customer issues.
• Create and maintain project plans to ensure a seamless handoff from the commercial team while onboarding each customer in a timely fashion.
• Coordinate infosec review process and questionnaires for new customers and track any remediation activities to closure.
• Manage third party/supplier relationships and negotiate contracts with platform service provider(s) to ensure minimal downtime and troubleshoot and resolve any issues that may arise.
• Responsible for the management of support personnel. Recruit, hire, supervise, and train additional support personnel as needed.
• Manage the operations of the support ticketing system while ensuring all tickets are responded to and closed in a timely manner. Ensure all issues, troubleshooting steps, action plans, resolutions and any follow-up actions are documented within the internal ticketing system.
• Promote internal and external customer satisfaction through the timely response to customer tickets and providing clear and effective communications.
• Report on ticketing trends and identify issues that need to be resolved, provide recommendations on next steps, and escalate when appropriate.
• Develop a working knowledge of the software platform and provide technical support for customers and commercial team as required.
• Ensure data transfer from imaging analysis platform to CRM (SalesForce) is reliable and issue tickets to development team as appropriate.
• Collaborate with R&D and Marketing to provide design input based on user feedback for new product releases.
• Maintain regular communication with direct manager, internal team members, and commercial team members for any customer matters requiring attention.
• Assist Marketing in developing and analyzing metrics related to the imaging analysis platform usage.
• Other responsibilities may include:
  • Collecting clinical data for research purposes.
  • Developing procedures for invoicing imaging analysis requests.
  • Supporting integrations with CRM (SalesForce) and ERP (QAD) systems.

Requirements:

• Bachelor's Degree or higher.
• Minimum of one year experience with hospital information security review process.
• Minimum 5 years of experience in technical support or customer service role related to the commercialization of a software as a service in healthcare or related field.
• Minimum of two years of management experience.
• Previous experience in a mid to large organization managing field support or customer service operations strongly preferred.
• A customer service mindset to deliver the highest level of customer service and customer satisfaction.
• Experience with commercial operations related to imaging modalities (DICOM format) a strong plus.
• Successful candidates will demonstrate an ability to be a self-starter and have the ability to work without close supervision.
• Strong troubleshooting skills.
• Ability to learn new software platforms quickly as required to perform job duties
• Excellent communication and collaboration skills, with the ability to work effectively across departments.
• Fluent with Microsoft Office Suite; Word, Excel, and PowerPoint.
• Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, printers, and filing cabinets.
• Physical Demands: This is largely a sedentary role; however, some physical activity is occasionally required.

Other Requirements:

General:

• The person will be expected to follow and support all Company policies and procedures.
• The person must ensure their activities and those of their staff are in compliance with all legal and regulatory requirements applicable to the product lines and markets in which the Company participates.

Compensation: $125,000 - $155,000 annually, DOE

Please note that an application and resume must be completed and submitted for consideration for this opportunity.

Pulmonx Corporation is an Equal Opportunity Employer and embraces diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.

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