AcuityMD

Customer Support

• AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology.
• In this role, you will solve customer questions, triage project requests from customers and internal team members, and build a personalized and empathetic customer service experience. You will do this by being an expert on the AcuityMD application, mastering support tools, and creating articles for the help center.
• Team Mission: We are building a best-in-class commercial organization by establishing a repeatable go-to-market motion, hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals, and thoughtfully engaging VPs, General Managers, and other corporate decision makers across the Medical Device Industry.
• Responsibilities: Triage and resolve customer issues across live chat, email, and Zoom when necessary. Collaborate with internal teams (Customer Success, Product, Engineering, Data, Product Marketing) to create and improve troubleshooting workflows and resolve root cause issues. Contributing to maintain internal knowledge base and help center collateral. Remain focused under pressure while providing exceptional customer service. Proactively brainstorm ways to improve processes and workflows.
• Your Profile: 2+ years experience in SaaS Customer Support. Must be located in Eastern Time Zone. Excellent customer service skills. Excellent verbal and written communication, and active listening skills. Familiar with CRM tools like Zendesk, Jira, and Hubspot, Google Suite. Patience, time management skills, and the ability to prioritize tasks. Ability to work independently and as part of a team. A strong sense of urgency, empathy, and a sense of humility.
• Nice to Haves: Interest or experience in medical technology space. Previous experience with Customer Advocacy programs.

Customer Support Representative

Data Engineer

• AcuityMD is a software and data platform that accelerates access to medical technologies.
• We help MedTech companies understand how their products are used, why customers vary, and identify opportunities for physicians to better serve their patients.
• In this role, you will build and refine AcuityMD’s data assets and products and you will extend our data product offerings.
• You will build new data and intelligence products, improve the quality and interpretability of existing data products, and deliver high confidence and repeatable intelligence that fuels our MedTech-specific modules.
• You will report to the Engineering Manager, Data, and work cross-functionally with engineering, product, and other teams.
• Team Mission: The Data Team is on a mission to represent medical reality by transforming raw data into assets that directly generate sales for our customers and help to bring cutting edge medical technology to the patients that need it most.
• Responsibilities: Model new data and improve existing data products with quantitative rigor that solve customer problems and ensure correctness and interpretability; Transform and integrate raw data from multiple sources into usable, documented and high quality data and intelligence products by applying data modeling and statistical techniques; Work directly with product managers and cross-functional stakeholders to design solutions, validation frameworks and statistical benchmarks; Document and communicate technical and quantitative concepts, schemas, and data product usage guidelines for internal stakeholders; Develop and maintain batch data pipelines using Python and SQL with automated quality checks.
• Your Profile: 2+ years of experience in a data or analytical role building data or doing quantitative analysis of data; Excellent problem-solving skills and ability to apply math/statistics to data problems; You communicate business concepts, technical requirements, recommendations and code clearly and concisely; You have built data transforms and pipelines in any capacity using a programming language such as Python; You have demonstrated ability to explore, transform, and analyze data in a any type of relational database using SQL.
• Nice to Haves: Familiarity across our data stack - BigQuery, Google Cloud Storage, dbt & Dagster; Familiarity with concepts in the healthcare space; Familiarity with dimensional modeling.
• AcuityMD is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, market data and may vary from the range provided. Base salary range: $120,000-$170,000
• We Offer: Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
• Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
• Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
• Competitive compensation with equity upside.

Customer Support Representative

Data Engineer, Data and Intelligence Products