Keys
- 2+ years of Clinical Implementation experience in Med Device or Healthcare
- Proficient in the Microsoft Office Suite for reporting purposes
- Excellent communication skills
The Clinical Practice Consultant is a strategic and hands-on role responsible for driving customer satisfaction and product utility through the development, delivery, and continuous improvement of clinical training programs. This position contributed to the Center of Excellence and delivery of customer-centric training content. Ensures its effectiveness by incorporating feedback and aligning with evolving clinical protocols as set forth by the Global Clinical Practice Manager.
Manage a portfolio of customer accounts and work closely with the Clinical Practice Consultants on the team to ensure the delivery of exceptional onboarding, training, and ongoing clinical support.
Plays a key role in enhancing customer lifetime value and satisfaction through impactful clinical engagement, training initiatives, and data-driven decision making.
Key Responsibilities
- Provide responsive and knowledgeable clinical focused support to physicians and healthcare staff through Hubspot Service including managing incoming tickets, emails, and calls.
- Manage a defined group of customer accounts, acting as a trusted clinical advisor to ensure successful onboarding, adoption, and long-term satisfaction.
- Build strong customer relationships through regular touchpoints, clinical support, and training engagement.
- Conduct Onboarding/Training for customers, ensuring a successful initial implementation utilizing pre-determined usage success metrics
- Enter and maintain accurate customer feedback and documentation in the company’s CRM, HubSpot to help drive improvements
- Contribute to process improvements in customer support operations to enhance efficiency and satisfaction
- Identify and act on opportunities to optimize product usage and solve adoption challenges in partnership with commercial teams.
- Assist with troubleshooting customer utilization issues when appropriate and liaise with other team members to deliver exception support.
- Collaborate interdepartmentally with other teams to align priorities and share insights.
- Provide comprehensive reporting to VP Operations and VP Sales while offering solutions to emerging issues.
- Support other areas of the business as required.
- Serve as the voice of the customer internally, helping shape future enhancements and innovations.
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