Be part of
rethinking the
future of
healthcare.

Be part of
rethinking the
future of
healthcare.

At VitalConnect, our common mission is to save lives and enhance patient care by providing elegant monitoring solutions. We invite you to come join us in making a difference.

Current Openings



Director of Customer Support

Location: San Jose, CA
Director of Customer Support

VitalConnect is delivering a revolutionary solution for in hospital and outpatient care to address the growing need for patient data connectivity. VitalConnect leverages extensive expertise in biomedical engineering, data analytics, chip design, and mobile and cloud software to create technology that supports decision-making paradigms that achieve better health and economic outcomes. VitalConnect’s products are designed for use in a broad range of inpatient and outpatient settings, such as hospital monitoring, post discharge care, cardiac monitoring and pharmaceutical solutions.

The Director of Customer Support will be a strong leader who can build and manage a support organization in the medical solution space. The ideal candidate for this role is a technically adept person with prior experience managing support, customer success and professional services teams. This role will require significant hands on technical skills and systems knowledge as it will be building a team from the ground up. The ideal candidate for this role will be someone who is able to jump in and execute as an individual contributor as well as manage.

Responsibilities
  • Provide strategic direction, leadership, development, and management of customer support operations and professional services
  • Hire and train a highly talented support organization
  • Build and manage a professional services team to ensure prompt product deployment while maintaining positive gross margins
  • Support service level standards with rapid response times and issue resolution
  • Establish policies and procedures that produce high quality product deployment / customer support and reflect industry best practices
  • Develop and deploy systems to capture and report on service metrics, including any customer feedback or trends in product or service issues
  • Align customer support activities and initiatives with the objectives of the organization
  • Actively monitor and manage customer deployments to ensure achievement of customer and commercial objectives
  • Monitor team budgets, policies, procedures to support the functional infrastructure
  • Work actively with the commercial and engineering organizations to provide feedback on product quality and requirements supporting a highly scalable and supportable platform
  • Serve as a key leader of VitalConnect’s Commercial team to help drive strategic direction and execution
  • Work with the commercial team to ensure a smooth transition between upfront sales and product deployment
 
Requirements
  • 7 years of experience in support operations within both infrastructure and SaaS based companies
  • Engineering degree preferred
  • Demonstrated track record of building and scaling support and services operation including management and development of teams, processes, and metrics
  • Experience with Salesforce-related customer support systems and professional services
  • Must have a proven ability to work across functions such as Sales, Services, Product Management, and Engineering
  • Excellent problem solving skills, including issue tracking, triaging and crisis management
  • Must be a strong leader, who can manage internal and customer executive relations including contract negotiations
  • Excellent verbal and written communication skills
  • Very strong organizational and prioritization skills
 
Desired Skills
  • Experience in clinical environments, medical device knowledge, mobile applications, cloud computing experience a strong plus
  • Experience supporting sensor-based technologies or systems
 
Benefits at VitalConnect include:
  • Employee Medical, Dental, and Vision benefits paid 100% by Vital Connect for employee and dependents
  • Pre IPO Stock
  • Lunch catered daily (Buca di Beppo, Curry Up Now, Poor House Bistro, Erik's Deli, Hobee's, Gotta Eatta Pitta, Rangoli India, Panda Express, BBQ, and many more!)
  • Morning snacks provided (Hi5 Fruit, Whole Foods, Bagel St. Cafe, Yogurt & Granola)
  • Free on-site gym
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