What you will be doing:
The Customer Care Manager will be dealing with customers daily, to monitor customer satisfaction with the INSIGHTEC products and service. The Customer Care Manager will have a significant role in building a positive customer service experience, customer advocacy, understanding customers frustrations, customer service relations, helping customers succeed and place the customer at the center of the customer service experience.Duties:
- Develop and implement customer care policies, procedures, necessary for ensuring a satisfied customer base.
- Provide customers with updates and periodic statements on service developments.
- Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
- Work with the Director of Service, Americas to ensure that the contractual levels of service are being delivered in a satisfactory manner and that where necessary escalations are raised in a timely fashion.
- Customer Care Manager will lead and create accountability for escalation plans as well as for “Hot Sites” as defined by the Director of Service, Sales, CAM, CR&D and Management.
- Identify the appropriate response and strategy for unique customer cases to solve customer issues as quickly as possible.
- Assign unique customer cases to management or the appropriate department and provide context when necessary.
- Compile product and or service reports by collecting and analyzing customer information (CRM).
- Conduct surveys to determine the opinion of customers regarding the service and product and overall satisfaction with Insightec.
Qualifications:
- Must have at least 5 years managing customer experience, medical device industry an advantage
- Bachelor’s Degree preferred
- Can demonstrate empathy, listening skills, and speaking skills
- Flexibility to work multiple shifts, including during the weekends or on holidays
- Strong oral and written communication skills
- Capable of working independently & as part of a team
- Very knowledgeable in database management & Microsoft Office Suite
Let us introduce ourselves
Insightec is a growing medical technology company transforming patient lives through innovative incisionless surgery. Based on two decades of clinical experience and research and development, the company’s Exablate® Neuro platform focuses sound waves, guided by MRI, to provide tremor relief to patients with Essential Tremor and Tremor-dominant Parkinson’s Disease. Research for future applications in the neuroscience space is underway in partnership with leading academic and medical institutions.We are a global team united by a common vision to transform healthcare by making focused ultrasound a standard of care for patients.
Our culture is built on Our Values of integrity, team, quality, innovation and patient care. We challenge and empower our people to be great at what they do and leverage our different ideas, skills, interests and cultural backgrounds to succeed.After a recent investment round, Insightec is valued at more than $1B, bringing it to unicorn status. We are over 350 strong in Haifa and K. Ono in Israel, Miami, Dallas, Shanghai and Tokyo.
Do the most meaningful work of your career by joining us in our mission to make the impossible possible.
Insightec is an equal opportunity employer and is committed to a safe work environment free from discrimination, where employees are treated with dignity and respect. Insightec does not discriminate against any employee or applicant on the basis of race, color, religion, national or ethnic origin, sexual orientation, gender identity or expression, age, disability or other characteristics protected by law. We adhere to these principles in all aspects of employment including hiring.
