Janitri is a Med-tech company that develops IoT-based smart pregnancy and newborn monitoring devices. Apart from a recent feature in Shark Tank, Janitri has won numerous awards and accolades for its life-saving innovations.
About the position:
We are seeking a proactive and customer-focused individual to join our team as a Customer Success Lead. In this role, you will be responsible for ensuring the satisfaction, retention, and growth of our client base by providing exceptional support, driving adoption of our hardware and software products, and identifying opportunities for upselling and cross-selling. Here in Janitri, you will be able to experience a high paced growth in learning and implementation.
Roles and Responsibilities:
Develop an onboarding process, build and maintain strong relationships with key customers, acting as the primary point of contact for all post-sales activities.
Proactively engage with customers to understand their needs, address any issues or concerns, and ensure their success with our products.
Regularly conduct check-in calls, QBRs (Quarterly Business Reviews), and onsite visits as needed to foster customer engagement and satisfaction.
Provide ongoing training and support to customers to maximize their utilization of our hardware and software solutions.
Identify opportunities to enhance product features or functionality based on customer feedback and usage patterns.
Collaborate with the sales team to drive renewals and expansion opportunities within the existing customer base.
Proactively identify upsell and cross-sell opportunities by understanding customer needs and aligning our products and services accordingly.
Work closely with internal stakeholders, including product management and engineering teams, to communicate customer requirements and advocate for product enhancements or customizations.
Gather customer feedback and insights to inform product roadmap decisions and strategic initiatives.
Leverage customer success stories and testimonials to showcase the value of our products and services to both internal and external stakeholders.
Required Skills:
Bachelor's degree in biomedical engineering, electronics and electronics engineering or a related field; advanced degree preferred.
Proven experience in a customer success or account management role, preferably within the medical device or healthcare technology industry.
Strong understanding of both hardware and software products, with the ability to effectively articulate technical concepts to non-technical audiences.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels of the organization.
Demonstrated ability to drive results in a fast-paced, dynamic environment, with a focus on customer satisfaction and retention.
Strategic thinker with a proactive mindset, able to anticipate customer needs and identify opportunities for growth.
Experience with CRM software (e.g., Salesforce), customer support platforms, and project management tools preferred.
