The Service Account Manager will be responsible for managing and cultivating relationships with our clients, including clinical, operational, and IT staff at healthcare practices. This individual will serve as the primary point of contact for customer inquiries, service requests, and technical support related to our medical device and its use at customer sites. The Service Account Manager will work closely with cross-functional teams to address customer needs promptly and effectively, ensuring a seamless experience throughout the entire customer lifecycle.

Key Responsibilities:

· Client Relationship Management: Build and maintain strong relationships with key stakeholders at client organizations, including clinicians, administrators, and other key personnel.

· Account Management: Provide daily, weekly, monthly reporting and insights to the customer. Own the view for Ventric Health of all projects/implementations/studies at the customer.

· Customer Support: Provide timely and professional support to customers via phone, email, and in-person meetings, addressing inquiries, troubleshooting issues, and coordinating service requests and materials shipment/returns.

· Technical Expertise: Develop a deep understanding of our medical devices and their functionality to provide accurate technical assistance and guidance to customers.

· Issue Resolution: Collaborate with internal teams, including product management, clinical team, engineering, and quality assurance, to resolve customer issues promptly and implement corrective actions when necessary.

· Training and Education: Work with the training team to ensure a smooth handoff from implementation to ongoing use. Conduct post-launch training sessions and product demonstrations for customers as needed to ensure they are proficient in using our medical devices.

· Feedback Collection: Gather feedback from customers regarding their experiences with our products and services, relay insights to relevant teams for continuous improvement initiatives. Work with the post market surveillance team to log inputs into the complaints handling process as needed. Identify, recommend, and implement process improvements, service model changes, and client satisfaction tools to ensure a positive account relationship

· Knowledge of customer workflows: Maintain up to date detailed knowledge of customer products and services to help cross functional team optimize the workflow surrounding the device.

Required Skills:

- Bachelor's degree in Business Administration, Engineering, or related field (especially healthcare related), or equivalent work experience

- Proven experience in account management, customer support, or a related role within the health tech/medical device industry.

- Strong technical aptitude and the ability to quickly learn and understand complex medical devices and software.

- Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders.

- Problem-solving skills and a proactive attitude towards addressing customer needs and challenges.

- Ability to work independently and collaboratively in a fast-paced startup environment.

Optional skills:

- Direct experience in a healthcare setting preferred

**Benefits:**

- Competitive salary and performance-based incentives.

- Health insurance and retirement savings plans.

- Opportunities for professional development and advancement within the company.

- A dynamic and inclusive work culture that values teamwork, innovation, and personal growth.

Ventric Health is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We encourage individuals from all backgrounds to apply and join. If you are passionate about making a difference and thrive in a fast-paced startup environment, we would love to hear from you!

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 5 years

Travel requirement:

• Up to 25% travel

Ability to Commute:

• Pasadena, CA 91105 (Preferred)

Work Location: Hybrid remote in Pasadena, CA 91105