Technical Account Manager (remote)

Requisition ID : 65163 Title :Technical Account Manager (remote) Salary Range: Salary Minimum: $70,000.00 Salary Maximum: $90,000.00

• This position is based in Naples, FL. Remote optional for the right candidate. If remote, travel required to Naples headquarters quarterly for 1 week. Central or East Coast candidates only**

Arthrex is a global medical device company and leader in orthopedics medical education. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year that support all aspects of orthopedics. The Medical Education department based in Naples, Florida is made up of over 20 physicians, physician assistants and other healthcare professionals. Arthrex is actively searching for a Technical Account Manager to join the Medical Education team. The successful candidate will work alongside a department of expert orthopedic healthcare professionals, world class faculty, and product management. Main Objective The Technical Account Manager is responsible for making Arthrex Medical Education learning program customers successful by driving adoption, high customer satisfaction, and ensuring customer retention. They will help learning program customers attain greater learner engagement and program value, driving program health and success. The Technical Account Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. As the customer support lead for Arthrex Medical Education digital learning products, the Technical Account Manager will work to ensure that the health and support of key software products are being met. Additionally, they are responsible for overseeing training and support associated with the digital learning software used by Arthrex internal and external customers. Essential Duties & Responsibilities

• Accountable for the customer’s overall success with Arthrex Medical Affairs learning programs, including onboarding, adoption, retention, customer health, and satisfaction
• Act as a trusted customer point of contact throughout the customer’s lifecycle, define measurable success, plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Drive adoption of Arthrex Medical Education digital learning programs, using data to provide insights and progress customers through the customer lifecycle.
• Develop, drive and measure key performance metrics such as customer satisfaction, customer retention, customer churn, volume trends, net promoter score, success of Technical Account initiatives, and the overall health of the customer experience. Accountable for all metrics related to customer experience.
• Guide customers to develop and enhance their digital learning program by providing relevant tools and other resources
• Become a champion of Arthrex digital learning programs and products, and use this knowledge to effectively guide customers towards their desired outcomes
• Maintain a cadence of communicating with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement
• As the customer liaison for Medical Education learning software products, evaluate client requests to ensure that critical issues are resolved
• Be the voice of the customer internally at Arthrex by sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Contribute to ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success
• Responsible for developing policies, procedures, knowledge base content, and training guides related to customer support and success
• Engage with learning technology and Arthrex stakeholders to translate customer feedback into product requirements and feature enhancements. Review and provide input on proposed changes to ensure customer satisfaction.
• Lead a monthly review of progress and updates for the leadership team

Knowledge/Skills

• Passion for technology and driving measurable outcomes
• Understanding and application of basic principles and concepts related to Technical Account management and operations
• Knowledge and skills in account planning and developing strategic Technical Account plans
• Strong consulting skills and proven results working as a trusted advisor to drive value for clients
• Ability to prioritize, multi-task, and perform effectively under pressure
• Effective project managemen