Customer Success Manager at Instrumentum in Richmond, VA

WHAT WE DO

We sterilize medical device instruments used in surgeries - with a focus on health systems' largest challenges. That’s all we do - and we are setting a new standard for quality sterilization in the United States.

WHY THIS IS IMPORTANT

Sterilization Processing Departments (SPDs) are one of the most important and yet most overlooked areas of a hospital or surgery center. This is a critical and growing problem as staffing shortages, poorly maintained facilities, and failure to adhere to the standards required to ensure patient and staff safety are increasing costs and potentially putting lives at risk. Even though sterilization is central to providing surgeries, it is often an afterthought for most facilities. The people who work in the SPD know it, and the deteriorating morale of the SPD workforce is adding to the decrease in sterilization competency.

Sterilization as a Service (Our version of SaaS) is ALL we do. Our people are the core of our company, and we treat them accordingly – like the rockstars they are. We’ve invested heavily in our facilities, equipment, and processes - and we do it right. Every time. We hire the best, and we don’t have to look far. The best SPD technicians and coordinators love what they do, and they want to work in a place where they are valued. That place is Instrumentum.

WHAT WE NEED

Imagine Maverick, the Naval aviator and now Top Gun instructor. Maverick is not afraid to push the envelope. They have learned some tough lessons but stay true to their CORE belief that there is always a better way, even if it means rethinking everything.

That’s what we need – a Maverick.

If you are looking for a cause, you may have found it. We push the envelope by challenging industry norms, the status quo, inefficient processes, and curiosity to “think differently”.

This is more than a sales role; it’s a chance to join an innovative company disrupting an industry.

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WHAT YOU WILL DO

Most hospital systems use outsourced services. However, most don’t realize that outsourcing their SPD is an option. That’s why we need a Maverick – you’d be making moves no one has tried before.

These are large contracts, the kind that begin and end in the C-Suite. SPD is the most capital-intensive and complex operation in a hospital. SPDs are understaffed, underequipped, and undersized. They are also one of the key limiting factors to growth. Elective surgeries drive revenue, and adding an operating room means their SPD falls further behind – impacting patient safety and growth.

We need a BUILDER, someone who fosters the culture and execution of Instrumentum’s value proposition – it’s compelling. The primary relationship and performance owners for each health system. Think: clinical + logistics + operational hybrid role.

1. Customer Success Management and Daily Execution
2. 1. Conduct weekly/monthly business reviews
   2. Manage KPIs (turnaround time, tray defects, on-time delivery, missing/incomplete sets)
   3. Serve as escalation point for OR Directors, SPD leaders, and Vendors
   4. Monitor daily case load, surgeon preference card accuracy, and case cart fulfillment
   5. Be a continuous feedback loop for Voice of the Customer(VOC) and KPI Dashboards
3. Operational and Clinical Alignment- cross collaborator for the Customer
4. 1. Demonstrate Instrumentum value proposition
   2. Lead Quarterly Business Reviews and Customer Cadence activities
   3. Identify trends causing late starts or reprocessing loops
   4. Coordinate with Instrumentum’s internal operations teams
   5. Drive root-cause analysis and improvement plans

CSM Background Ideal:

• Experience in SPD, perioperative services, healthcare operations, or supply chain
• Vendor(SYK, ZB, etc) operations leader- understands how vendor trays & hospitals work
• Strong data literacy
• High emotional intelligence
• Ability to influence change in clinical environments

WHAT WE OFFER

• A compelling vision and mission, and the collective pursuit of excellence.
• A great environment. We’re fun to work with and are building an awesome team.
• Generous benefits and growth opportunities with a well-positioned, fast-growing company.

WHAT YOU WILL BRING TO THE TABLE

• +/- 3 years of experience and demonstrated success in post-sales execution and Customer Success structuring. Kinda makes sense.
• Bachelor’s degree in business, communications, marketing, or equivalent.
• Excellent communication skills -- ability to communicate effectively at all levels of the organization internally or with a customer.
• Proficiency in using CRM software and procedures. If it isn’t in there, it didn’t happen 😊.
• Ability to work and manage time on your own or as part of a team.
• Comfortable working under pressure and resilient.
• Creative problem-solving, negotiating, and conflict resolution skills. Stuff happens, and the only way through is through!
• Self-Starter with a broad business background. Get up, get going, bring something to the table!
• Attention to detail. There are always opportunities in the details.
• Strong interpersonal skills.

DETAILS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a position is partially remote, but necessary to be in the Long Beach, California, Elmhurst, IL, or Richmond, VA market, reporting to our Vice President of Customer Success.

COMPENSATION

Annual Base Salary: $85,000 – $105,000 depending on experience and qualifications.

Bonus Opportunity: Up to 15% of base salary depending on performance, uncapped.

On Target Earnings: $97,750 – $120,750 depending on performance, uncapped.