Strategic Customer Success Manager, Enterprise
Smarsh
Customer Success Associate
Murj | Empowering Modern Cardiac Device Care
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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..)
Requirements
- 1+ years of advanced product support or implementation experience.
- Expert in triage frameworks, analytics tools, and cross-functional coaching.
- Solid foundation of Murj products, workflows, and SOPs
- Experience with cardiac devices in clinic, CIED industry, or other pertinent areas.
- Responsible in an autonomous role.
- Bachelor’s degree or equivalent experience
- Ability and willingness to manage multiple tasks and projects simultaneously
- Strong business acumen and product intuition.
- Strong understanding of Murj workflows and product features.
- Excels in customer communication under pressure.
- Skilled in ticket triage, knowledge base development, and customer guidance.
- Excellent written and verbal communication skills.
- Proficiency with platforms such as Intercom, Jira, and Excel.
- Detail-oriented and organized; quick to learn new systems.
- Strong follow-through and customer empathy.
- Experience with support tools like Intercom, Salesforce, G-Drive
