Customer Experience Manager

The Opportunity

Atraverse Medical is developing the next generation of left-heart access technologies to streamline procedures and improve patient outcomes. You will act as the central point of contact to ensure a seamless, high-quality experience across the customer lifecycle, supporting commercialization of the HOTWIRE(TM) Transseptal Access System.

Job Responsibilities

You will act as the central point of contact to ensure a seamless, high-quality experience across the customer lifecycle:

• Manage daily customer interactions related to product orders, returns, availability, and general inquiries with efficiency and professionalism.
• Work with Accounting to ensure invoices match purchase orders, and are also being sent out.
• Liaise between customers and contract manufacturers to order product and ensure successful on time delivery.
• Communicate directly with 3rd party logistics provider (warehouse/3PL) POC in accordance with Atraverse SOPs for order fulfillment.
• File all the proper paperwork per Atraverse SOPs for shipments from finished goods to customers.
• Process transactions accurately using WMS/CRM systems and ensure timely resolution of issues.
• Track all inventory in the field related to any and all field actions.
• Work cross-functionally with sales, supply chain, and quality teams to troubleshoot and resolve service challenges.
• Maintain deep knowledge of company products, service protocols, and relevant regulatory requirements.
• Monitor back orders, shipping timelines, and delivery status to proactively communicate updates to customers.
• Escalate recurring concerns or process inefficiencies and contribute to continuous improvement initiatives.
• Support new account onboarding through training and documentation.
• Provide input into forecasting and reporting processes to support business planning.
• Regularly update & maintain the commercial dashboard.
• Other duties as assigned….

Required Qualifications

• Bachelor’s degree required
• 1-2 years of experience in customer service and/or order management and prior experience in the medical device or healthcare sector preferred.
• Strong verbal and written communication skills.
• Proficient in MS Excel and other MS applications.
• Exceptional interpersonal and relationship-building abilities.
• Proven track record of maintaining positive relationships with internal teams and external customers.
• Involvement in cross-functional initiatives and process enhancement activities.
• Familiarity with Quick Books Online (QBO) preferred.

Location

• Ideally located in Central or Eastern time zones
• Remote