Customer Service Manager

1. Who we are

We are a fast-growing MedTech company dedicated to developing and commercializing innovative implantable devices and associated software for spinal surgeries that improve patient outcomes. We are providing services to surgeons around preoperative simulations for designing patient specific implants. We are looking to extend our customer service team to support market growth and be able to support more users.

2. Role Summary

You are responsible for onboarding and supporting centers using SMAIO K-Rod and SMAIO spine realignment planning solutions (softwares) as well as Kheiron Spinal fixation system in the United States

3. Key Responsibilities

Onboarding

• Introduction demo of the SMAIO solutions to surgeons, clinical staff, sales rep, partners…
• Preparing and collecting deidentified images for personalized demo sessions with surgeons
• Set up images transfer process and cases details collection by fostering hospital PACS interfacing process with SMAIO planning platform (sharing platform, VPN implementation…)
• Training users and centers in SMAIO solutions (services, software, hardware)
• Set up all delivery aspect and support sales rep
• Monitoring and assisting with SMAIO solutions registration process with the hospital administration

Supporting

• Attending to surgeries and analyzing / reporting user needs (instrumentation / implant improvement suggestions based on user specific needs)
• Follow-up with users to collect next cases details and images
• Collect all feedback and preferences to optimize process and services
• Follow-up with SMAIO teams in charge of planning, customer service, logistics…
• Reporting customer feedback to SMAIO leadership
• Helping centers in patient data collection, especially follow-up X-Rays upload on KEOPS platform for surgeries performed with SMAIO implants
• Helping SMAIO sales teams and distributors better anticipate specific needs for future cases
• Managing images issues, planning approval follow-up, delayed implants delivery, last minute requests…
• Collect and share software and hardware feedback, improvements needs or deficiencies…
• Coordinating research project for mass data collection

This position requires regular domestic travel across the United States (estimated 30% of working time) to support on-site software implementation, training, and the onboarding of surgical teams at partner institutions.

4. Required and preferred Qualifications & ExperienceEducation

• Bachelor's degree in a relevant field (Biomedical Engineering, Life Sciences, Business Administration, Health Sciences, or equivalent);
• Clinical background or formal training in surgical/medical environment is an asset

Experience

• Prior experience working directly with surgeons, OR teams, or clinical staff is strongly preferred
• Experience with software-driven medical devices or digital health solutions is a plus
• Familiarity with the US healthcare system, hospital purchasing processes, and GPO/IDN dynamics is an advantage

Interpersonal & Communication Skills

• Excellent verbal and written communication skills, with the ability to interact confidently with surgeons, clinical staff, and support teams alike
• Strong presentation and training skills, with experience delivering onboarding or in-service sessions to clinical audiences
• Ability to adapt communication style to technical, clinical, and administrative audiences

Organizational & Operational Skills

• Strong organizational and project management skills, with the ability to manage multiple accounts and priorities simultaneously
• Data-driven mindset with the ability to analyze customer feedback and service metrics to drive continuous improvement
• Comfortable operating in a fast-moving, scale-up or growth-stage company environment

Travel & Mobility

• Willingness and ability to travel regularly across the US (estimated 30% of working time) to support on-site customer visits, software onboarding, and clinical team training
• Valid US driver's license required.

5. What We Offer

• Competitive salary package commensurate with experience.
• Comprehensive benefits: health insurance, pension scheme, life assurance.
• Travel expense coverage.
• Continuous professional development: access to internal training, external conferences, and regulatory courses.
• A collaborative, science-driven culture with potential opportunities for career progression
• Opportunity to contribute to clinically and commercially significant device programs

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• Health insurance

Education:

• Master's (Preferred)

Work Location: Remote