Confiance Medical

Customer Support

• Act in a technical and consultative capacity, supporting customers in the correct use of the company’s video surgery systems and other technologies;
• Perform installations, training, and support during video-assisted surgical procedures, adopting a specialized consulting approach for the company’s video surgery systems and other technologies;
• Deliver compelling product demonstrations that emphasize technical aspects and functionality, tailoring presentations to the specific needs of customers to ensure high-quality service, technical support, and customer satisfaction;
• Advise customers on the proper use of features and technical differentials of the systems;
• Provide technical and operational support, acting proactively to resolve issues;
• Work with organization and method, managing schedule, service calls, technical records, and reports in internal systems;
• Delight internal and external customers, building strong relationships that lead to new referrals and business opportunities;
• Manage small operational expenses within the company’s compliance guidelines and policies, ensuring responsible use of resources;
• Ensure full alignment with ethics, compliance, and organizational culture policies, maintaining the company’s trust and credibility in the market.

Customer Success Consultant

• Organize and assist with schedules for installations, trainings, and technical visits, ensuring deadlines are met and alignment between customers and consultants.
• Monitor and record completed installations, ensuring complete documentation, validated checklists, and training evidence.
• Log, track, and follow up on incidents, ensuring resolution and customer feedback within defined SLAs.
• Perform post-service follow-up, ensuring formal recording of customer satisfaction and next steps.
• Delight internal and external customers, ensuring a high level of recommendation and loyalty.
• Organize and maintain internal controls, spreadsheets, reports, and area systems up to date.
• Support the consolidation of operational KPIs for the area.
• Operate multiple systems simultaneously (SCM, Sapiens, Trello, Salesforce), ensuring operational consistency and data updates.
• Work collaboratively with other departments to ensure process flow and a consistent customer experience.

Customer Success Consultant

Customer Success Assistant