05/27/2021
Description
Hexmodal is a full-stack tech company building IoT Devices for hospitals, helping them automate compliance, reduce cost, and increase safety. This is a fast-paced environment that sees new and different challenges multiple times a day.
As our startup rapidly grows, so has our customer needs. A lot of our work consists of guiding new customers through the onboarding/installation process. Thus, we’re currently looking to add a Customer Success lead to our team who will take ownership of the customer experience from set-up and troubleshooting to follow-on sales.
An ideal applicant will go the extra mile to deliver the best possible experience for our customers. This person prioritizes excellent organization, efficiency, and customer service, and takes the initiative to improve existing processes and develop new ones.
The candidate will be the day-to-day face of our company, so previous experience in client-facing roles (Sales, support, success, etc.) is greatly valued.
Company Summary
Hexmodal is a full-stack tech company building IoT devices for hospitals, helping them automate compliance, reduce cost, and increase safety. Headquartered in New York City, Hexmodal’s technology is used in major health systems across the country including NYU Langone, Memorial Sloan Kettering, and Northwell Health. Current offerings include emergency lighting and room pressure monitoring. Hexmodal’s revenue has doubled in the last 3 months, making this a very exciting time for our company!
Goals
1. Increase contracted revenue through faster repeat customer sales by
Creating upsell plans and ushering customers through them
Completing installations quickly and smoothly
Resolving issues quickly
Growing rapport and trust with customers
2. Increase real revenue by getting devices delivered (and installed) by customers faster
Responsibilities
1. Taking ownership of customers after a sale has been made including:
Creating rollout and upsell plans
Coordinating delivery
Setting up customer platform and their devices
Training customers on our product
Encouraging installation
Resolving non-technical and minor technical issues
- Including customer on-site visits when necessary
Ushering customers through upsell plans
- Including setting success criteria, plot review meetings, follow on proposals for repeat sales
Managing Invoices, PO’s and payment collection
- Including basic use of invoicing software
2. Working with partners to coordinate product delivery including:
Using software to place and manage orders
Arranging shipping with UPS, USPS, etc.
Working directly with contractors and 3PL’s, and providing support when needed
3. Assist with various other tasks on an as-needed basis
In addition to their customer success responsibilities, applicants would ideally contribute to marketing (website design, social media management), participate in new customer sales, and attend C-level strategy meetings.
Skills
Strong people, sales, and organizational skills
Entrepreneurial and goal-oriented mindset
Able to work independently, solve problems, and self teach when needed
Self-motivated, seeking ways to contribute to and improve processes
Product knowledge
Sales skills such as Pain or Triangle Selling
Presentation skills
Requirements analysis
Innovation
Optional Skills listed below are desired as well (in order of preference)
Digital Marketing
Sales
Operations/Logistics Management
Education and Experience Requirements:
BA/BS University degree with a concentration in business or marketing preferred.
Customer-facing work experience
Previous customer success or sales experience preferred
Previous healthcare-sales experience preferred
A strong desire to work for an early stage, fast-paced startup
Must work from company’s NYC office
Must have US work authorization
Job Details
Employment Type
Full-time
