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. At Proximie, we are focused on solving this and many other global challenges in healthcare to increase productivity, remove workforce shortages and improve patient safety around the world. Proximie is the platform uniquely designed to enhance operating room experiences globally by seamlessly combining telepresence, content management, and data insights. With 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: Enabling live collaboration with peers or students remotely. Sharing the operating room experience without boundaries; with four views, privacy features, annotation, and chat.   

Content Management: Enables the ability to record, store, and share surgical content safely in a Netflix like library of procedures.   

Data Insights: Enables the ability to assess and improve operating room productivity. Real-time insights empower better decision-making. 

Proximie was Founded in 2016 by Dr. Nadine Hachach Haram, an NHS surgeon and is headquartered in London with offices in the United States and Lebanon. Proximie has 100 employees today and is deployed in over 50 countries.

Check out Nadine’s Origins Story here: https://www.proximie.com/about-us/

Position Overview 

The Customer Success Manager 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 covering the European region to ensure our case management capability delivers on what is best for the surgeon, the patient and our business partners.

The Customer Success Manager will be responsible for expanding the number of Proximie users within an account whilst also ensuring existing customers are delivered an exemplary experience utilizing the Proximie platform. As this role will include implementation, onboarding and training new customers whilst also enabling existing customers in using the platform effectively, the Customer Success Manager will have some technical knowledge and experience of audio/visual hardware and software.

We are looking for a great communicator, team-oriented but with the ability to work independently and possesses the capacity for learning new skills quickly.

Role & Responsibilities

Commercial & Customer Success

• Drive adoption of the Proximie platform within specified accounts to ensure renewals and expansions.. This will include engaging with clinical, administrative, and technical leaders within those institutions to demonstrate the value that Proximie brings to their organization.
• Leading technical product and clinical demonstrations to ensure current utilization and adoption of Proximie users within specified accounts.
• Successfully onboard and train new customers in the utilization of our software.
• Ensure the full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement.
• Support live, clinical utilization of the Proximie platform in clinical areas, labs, training sessions, etc.
• Build engagement and value through the platform across divisions and specialties supporting the growth and retention of Proximie customers.
• Ensure the delivery of an exemplary customer experience at all times.
• Work across Proximie to feedback the voice of the customer where relevant to improve our service and offering.

Technical Expertise

• You will successfully deliver, connect, configure, and test all Proximie hardware/equipment and solutions to Proximie customers in a clinical setting.
• You will disconnect, remove, sanitize, and store equipment post case.
• You will participate in planning, testing and coordination meetings.
• You will help to triage support calls for trouble shooting system/software issues as they arise, promptly escalating any technical need for resolution.

Requirements

• Minimum of 2 years related work experience with a SaaS, AV, hardware, or technical equivalent. Experience with medical devices is desirable.
• Excellent communication and presentation skills.
• Excellent time and project management skills, with the ability to manage multiple accounts simultaneously.
• Collaborative team player with cross-functional relationship building skills.
• The ability to travel up to 50% to customer sites across Europe.
• 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

• This position will require routine walking, kneeling, squatting, sitting, standing, reaching and twisting.
• You must be able to routinely lift, lower, and carry up to 49 pounds.
• You must be able to push/pull wheeled transporters and/or palletized product using up to approximately 50 lbs. of force.
• You must be comfortable working in and around operating rooms, surgery personnel, sensitive medical equipment, and patients.
• A clean driving record and the passing of a background screen is required.

Advantageous

• Proficiency with Windows 10 & 11 and Max OS X 10.x, Android & iOS Mobile Devices.
• Knowledge of video and audio signal via cameras and microphones.
• Experience / understanding of Health IT, Digital Health, Telehealth in the surgical domain.
• Experience of working for a scale-up in the healthcare industry.

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.