Head of Customer Success, EU
Five billion people in the world do not have access to safe and affordable surgery, and this is a problem everywhere, not just in developing countries. Proximie is on the mission to save lives by democratizing healthcare through digital transformation; it is harnessing the power of telepresence, content management, and data and insights. Proximie is a rapidly growing, mission-driven health care SaaS platform that can virtually transport a surgeon into any operating room in the world, to remotely view, assist, mentor, or train not only other surgeons but also all healthcare staff and medical interns. Helping scale surgical expertise, from world-renowned hospital theatres to conflict zones, we save lives by sharing the world’s best clinical practice and give every single clinician real-time insight so they can provide optimal patient care to every patient, every time.
Founded in 2016 by Dr. Nadine Hachach Haram an NHS surgeon, Proximie is headquartered in London, has offices in Boston and Lebanon, has over 100 employees, and is deployed in over 50 countries around the world today.
Check out Nadine’s Origins Story here: https://www.proximie.com/about-us/
BBC Report: https://www.bbc.com/reel/video/p0b7wrf2/the-technology-turning-surgery-virtual
Position Overview
Reporting to the VP Global Marketing & EU Sales, the Head of Customer Success, EU will help us deliver our world-class digital platform that delights our customers and positively impacts the surgical landscape, empowering surgical communities worldwide. This is a field-based, customer-facing role created to ensure our customers priorities are at the heart of the solution that Proximie’s platform has been created to deliver.
The Head of Customer Success, EU will be responsible for understanding how Proximie’s products are being used and how value is being delivered for Proximie users within accounts. The feedback gathered will ensure effective adoption of Proximie’s platform whilst guaranteeing existing customers are extracting maximum value and getting the most from our partnerships.
Success in this role will be defined by platform adoption, utilization, satisfaction, and account expansion whilst ensuring exceptional customer experience.
Job Responsibilities
- Engaging with key opinion leaders, nurses, information technology teams, hospital administrators, senior leadership, and executive leadership within existing accounts to understand product adoption and utilization.
- Performing analysis of customer process experience, identifying opportunities for improvement and further efficiency.
- Collaborate with the customer stakeholders and operators to define key measures of success aligned with customer’s vision and strategy. Mobilise internal functions (sales ops, product, customer service) to ensure delivery and achievement of set targets.
- As the voice of the customer, you’ll provide valuable data and insights back to sales, product, engineering, and design teams allowing continuous innovation and an outstanding customer experience.
- Proactively monitor product usage to drive product adoption and drive contract renewals and expansion efforts.
- Help identify opportunities for account growth, working closely with sales leadership.
Requirements
- Bachelor’s degree.
- Minimum of 10 years’ experience within UK/EU hospital systems and administrators.
- Demonstrated knowledge and understanding of hospital operation room processes/surgical services.
- Deep understanding of business planning processes for hospitals and a knowledge of driving profitable/maximum value led service lines.
- Advanced analytical skills with the ability to translate information into solutions that align with market understanding/expectations in surgery.
- Excellent communication, consultation, and presentation skills.
- Collaborative team player with cross functional relationship building skills.
- The ability to travel regularly to customer sites that include, but are not limited to hospitals, operating rooms, laboratories, and surgery centers.
- Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. This role may require you to work evenings, early morning, or weekend shifts as needed to deliver exemplary customer service.
Physical Requirements
- You must be comfortable working in and around hospital personnel, sensitive medical equipment, and patients.
- A clean driving record and the passing of a background screen is required.
Why Work for Proximie?
- You will be encouraged to grow in your role, take ownership and gain responsibilities.
- Generous annual leave.
- Two “well-being” days per year plus the day off for your birthday.
- “Summer Fridays” – early office closing on Fridays during summer months.
- Annual bonus programme – based on individual contribution.
- To support your professional growth, all permanent employees will have access to an annual stipend of £1,000 to assist with personal development activities.
- Flexible working hours - we trust our people to manage their time and to focus on wider results.
- A flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged.
- Proximie is a truly global company with teams across the UK, Europe, United States, and the Middle East with that you will have opportunities to see the world.
Proximie is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law.
- Department
- Commercial
- Locations
- Proximie London Office
- Remote status
- Hybrid Remote
About Proximie
Welcome to Proximie, the platform uniquely designed to enhance operating room experiences by seamlesly combining telepresence, content management, and data insights.
Why Proximie? It's about centralizing the data from the operating room, making it safely accessible, and digitally connected.
Here's what sets us apart, we’re the only platform to offer all the following:
Telepresence: Collaborate live with peers or students remotely. Share the operating room experience without boundaries; with four views, privacy features, annotation and chat.
Content Management: Record, store, and share surgical content safely in a Netflix style library of procedures.
Data Insights: Assess and improve your operating room productivity. Real-time insights empower better decision-making.
With Proximie, the operating room is not just a physical space but a fully digitized and connected environment.
Head of Customer Success, EU
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