Experienced Principal Customer Engagement Specialist – Driving Digital Solutions in Healthcare Technology and Customer Success

Introduction to arenaflex

At arenaflex, we embark on a lifelong journey of exploration and innovation, championing healthcare access and equity for all. Our mission is to lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. We are a team of passionate individuals who put ambitious ideas to work to generate real solutions for real people. As a Principal Customer Engagement Specialist, you will play a pivotal role in advancing our customer base in the US, working closely with our Digital Technologies Business Unit to deliver safer surgery around the world.

A Day in the Life

As a Principal Customer Engagement Specialist at arenaflex, you will be part of a Global team and a key partner to sales, product, and engineering teams. Your responsibilities will follow the customer journey, with a focus on Live accounts within your region. You will monitor account health post-Go-live, create and execute action plans to increase adoption, maximize platform utilization, and prevent churn. You will collaborate in the implementation of a scalable customer engagement strategy, driving customer satisfaction and product adoption, retention, renewal, and expansion.

Key Responsibilities:

• Monitor account health post-Go-live and create and execute action plans to increase adoption, maximize platform utilization, and prevent churn
• Collaborate in the implementation of a scalable customer engagement strategy
• Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal, and expansion
• Analyze, present, and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals
• Influence and collaborate with the wide arenaflex sales team to increase confidence with our technology and drive commercial results
• Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents, and Hospital IT
• Develop and maintain a deep understanding of our Digital Technologies and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development
• Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments
• Develop and maintain a deep understanding of our Digital Technologies and how to integrate it with clinical workflows
• Reinforce product training and introduce new features/upgrades to the clinical teams
• Product operation and troubleshooting, supported by our expert technical teams
• Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team

Essential Qualifications:

To be successful in this role, you will need:

• Bachelor's degree required
• Previous minimum experience of 4 years in customer success, account management, commercial roles, or equivalent relevant experience
• A positive attitude, strong project management skills, and effective communication skills to various stakeholder groups
• Ability to adapt to change in a dynamic environment

Preferred Qualifications:

While not essential, the following qualifications are desirable:

• Business acumen and commercial mindset - track record of driving adoption of digital solutions in the healthcare industry
• Ability to communicate and influence effectively across multiple internal teams and customer departments
• Ability to analyze customer data, extract actionable insights, and leverage data to optimize customer engagement strategies
• Ability to travel 25-75% of the time, as needed, to customer sites
• Strong project management skills and experience with customer success software platforms
• Solid experience in the Operating Room from either a clinical, technology, consultancy, or medical device perspective
• Technical proficiency is required to understand our products and industry
• Ability to work remotely and productively for an international company

Skills and Competencies:

To succeed in this role, you will need to demonstrate the following skills and competencies:

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to change
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong project management skills and ability to prioritize tasks
• Ability to build and maintain strong relationships with customers and internal stakeholders

Career Growth Opportunities and Learning Benefits:

At arenaflex, we are committed to the growth and development of our employees. As a Principal Customer Engagement Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program
• Ongoing training and development opportunities
• Coaching and mentoring from experienced colleagues
• Opportunities for career advancement and professional growth

Work Environment and Company Culture:

At arenaflex, we pride ourselves on our dynamic and inclusive culture. We believe in putting our people first and creating a culture of belonging and respect. As a Principal Customer Engagement Specialist, you will be part of a global team that is passionate about making a difference in the lives of our customers and patients.

Compensation, Perks, and Benefits:

At arenaflex, we offer a competitive salary and flexible benefits package. Our benefits include:

• Health, Dental, and vision insurance
• Health Savings Account
• Healthcare Flexible Spending Account
• Life insurance
• Long-term disability leave
• Dependent daycare spending account
• Tuition assistance/reimbursement
• Simple Steps (global well-being program)

Conclusion:

If you are a motivated and experienced customer engagement specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to making a difference in the lives of our customers and patients, and we believe that you can play a key role in helping us achieve our mission. Apply now to join our team and start your journey as a Principal Customer Engagement Specialist.