Murj | Empowering Modern Cardiac Device Care

Account Manager

• Build and maintain strong relationships with key stakeholders.
• Identify and adapt to changes in customer leadership or organizational structure.
• Leverage data and analytics to track customer goals and recommend strategies for success.
• Maintain regular communication through check-ins, updates, product launches, and strategic reviews.
• Establish and manage relationships with key operators, ensuring a consistent review of their performance on the Murj platform.
• Prepare and present business reviews to key decision-makers.
• Work closely with the Customer Success team when clinics need to re-launch.
• Follow the Murj renewal process to minimize churn and drive retention.
• Negotiate contract renewals in partnership with Murj legal, ensuring price increases are secured.
• Identify upsell and cross-sell opportunities based on customer needs and engagement.
• Collaborate with all stakeholders to drive product adoption and expand revenue within existing accounts.
• Document customer interactions and platform changes accurately in Salesforce.
• Track and report on key account activities to support data-driven decision-making.

Customer Success Manager

• The Customer Success Associate is a subject matter expert (SME) in Murj operations and a strategic contributor to improving customer experiences at scale. They lead key operational initiatives and influence product support design.
• Respond to inbound customer support requests via email, platform messaging, or phone.
• Handle support requests and customer workflow questions.
• Collaborate directly with product, engineering, CSM, and leadership teams to resolve issues.
• Support testing for bug fixes or feature validation tied to incoming inquiries.
• Analyze ticket trends to recommend improvements to workflows or product.
• Function as liaison to engineering for recurring technical problems.
• Assist with onboarding clinics, user training, and associated tasks during the launch and post-launch phases.
• Handle escalations with clinical or technical impact
• Coordinate with product and engineering teams when technical issues arise.
• Ensure timely and effective resolution of customer escalations.
• Resolve escalated and complex requests and escalate appropriate issues to leadership.
• Meet performance targets for response time, customer satisfaction, and ticket handling efficiency.
• Ensure Data Reporting is accurate by maintaining its source (i.e. salesforce, tracking spreadsheets, etc..)

Customer Success Associate

Communications

• Own the narrative: Build and maintain the messaging ladder (company → solutions → proof) aligned to product and revenue goals; make complex clinical/technical topics simple and useful for buyers and clinicians.
• Lead content & editorial: Run a clear brief → draft → review → publish workflow with a working calendar; enforce clinical/legal review SLAs.
• Design (player-coach): Govern the design system (templates, accessibility); personally create/refine decks, one-pagers, landing-page visuals, event kits, and diagrams when needed.
• Support demand generation: Produce conversion-ready assets (LPs, emails, ads) with clear offers, proof, and CTAs; partner with Web/SEO on pages that convert.
• Enable the field: With PMM & Sales Enablement, deliver pitch flow, objection handling, “how-it-works” explainers, and ROI visuals that are easy to learn and use.
• Stay ahead of the market: Maintain a crisp view of segments, competitors, and alternatives; curate a proof library (outcomes, clinician quotes, data) mapped to claims.
• Measure & improve: Ensure assets are trackable in HubSpot/Salesforce; partner with Marketing Ops on attribution, dashboards, and continuous improvements.
• Lead people & partners: Coach writers/designers; manage agencies/contractors (PR/analyst, creative, video) with tight briefs, budgets, and QA.
• Travel expectations: 21-30%: Occasional travel for meetings or events

Director, Marketing and Strategic Communications

Growth Marketing

• Build the quarterly growth plan and weekly pacing model (coverage, channel mix, CPL/CPA, CAC payback)
• Improve site→demo conversion, MQL→SQL/SAL, and speed-to-lead; publish a shared dashboard with Sales
• Stand up nurture by segment/stage and post-go-live communications that drive feature adoption and expansion
• Turn the site into a conversion engine—high-intent paths, landing pages, SEO content hubs, form/chat optimization
• Run search/social/display; manage budget pacing; keep a steady experiment cadence with clear keep/kill decisions
• Launch ABM 1:Few and 1:1 motions if Sales stands up SDR/named-accounts (phase 2)
• Own scoring/routing, attribution, UTM hygiene, and dashboards; transition to a MoPs hire as volume grows
• Lock lead definitions and SLAs with VP Sales/Sales Ops; review the funnel weekly and fix drop-offs fast
• Partner with Product Marketing on offers/positioning and with Brand/Comms on fast, on-brand assets

Account Manager

Customer Success Associate

Director, Marketing and Strategic Communications

Director, Growth Marketing