Customer Success Associate

Company Overview

MedRhythms is pioneering the development of next-generation neurotherapeutics designed to improve walking, mobility, and related functional outcomes via a proprietary, patented technology platform. Our mission is to help patients walk confidently again, by expanding access to patient-centered, world-class therapy.

Our groundbreaking technology uses sensors and immersive music to deliver evidence-based treatments to improve walking. At its core is a cutting-edge treatment mechanism based on the latest neuroscience research in music: rhythm can be used clinically to directly target the human motor system and improve functional outcomes in walking. It's our mission to see these outcomes realized for the millions of people worldwide who struggle with walking impairments. MedRhythms has a pipeline of innovative therapies in neurology, including Stroke, Parkinson’s Disease, and Multiple Sclerosis. Our flagship product for chronic stroke was listed as a Class II medical device in 2023 after receiving Breakthrough Device Designation from the FDA in 2020. We are committed to developing evidence-based treatments, and have launched clinical trials with leading research institutions across the U.S., including Johns Hopkins, Mount Sinai, Cleveland Clinic, and Spaulding Rehabilitation. 

Cultural Pillars that drive us and our success: 

We are committed to People First

We are committed to Excellence Always

We are committed to being Action Focused

At MedRhythms, we value the passion and diversity that people bring with them everyday. It is crucial to our culture when it comes to building a successful and innovative team. If you are unsure whether your experience is a perfect fit for the position you are interested in, we encourage you to apply. We are an equal opportunity employer and welcome people of diverse backgrounds, experiences, abilities, and perspectives. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the talent selection process, please reach out to [email protected]

We are building a workforce that consists of hybrid team members living and working in and around our Portland, Maine headquarters and remote individuals. We do ask all of our team members to visit our headquarters throughout the year to get to know our team and fully integrate with our culture! If you are not located in Maine, don't let that stop you from applying. We would still be interested in speaking with you!

Position Overview 

As a Customer Success Associate, you will join a dynamic team dedicated to supporting patients and their families safely and effectively using our commercial product, InTandem™. Patient inquiries encompass a range of patient interactions, from guiding them through the onboarding process to resolving hardware issues. A proactive mindset and effective communication skills will be crucial in supporting our patients and their caregivers.

At MedRhythms we are committed to and value both people and potential. We are seeking an individual with a passion for our mission, who is eager to grow and thrive in a collaborative, fun team environment. Whether you are looking to kick-start your career or a seasoned professional seeking new challenges, we welcome you to apply! We believe in recognizing and valuing your unique and diverse skill set to support our greatest asset - the people. 

This is a full-time position, working Monday to Friday 8:00am - 5:00pm EST, with flexibility based on the achievement of role expectations and that the team is working collaboratively together to meet the customer’s needs. While we have a standard schedule when customers can reach us, we recognize the importance of flexibility and are committed to supporting our employees when and how we can. Cash compensation will be in alignment with market data, commensurate with experience, skills and qualifications, and a combination of salary and bonus potential. The Total Compensation package for full time employees includes many factors; base pay, bonus, stock options, health insurance, paid time off and various other benefits.

Responsibilities

• Serve as the first point of contact for patients and caregivers, addressing inquiries, troubleshooting issues, and providing timely resolutions.
• Guide new patients through the onboarding process, ensuring a seamless introduction to the device and application. 
• Gather client feedback, insights, and suggestions, and collaborate with internal teams to share collected feedback to continuously improve our products and services.
• Maintain and update a knowledge base of tech support solutions, procedures, and documentation to assist customers efficiently.

We’re looking for you to bring

• Strong communication and interpersonal skills, with the ability to effectively engage and build relationships with patients. Excellent problem-solving abilities, with a proactive and solution-oriented mindset.
• Technical aptitude and the ability to quickly learn and understand complex software platforms.
• Interest in healthcare and/or digital therapeutics or life sciences, with a commitment to improving patient outcomes.

What we can offer you

• Meaningful, purpose driven work on a life-changing product
• Opportunity for growth across various functions
• Collaborative, supportive, smart and fun team
• Competitive compensation and benefits: Medical, dental, vision, disability, stock options, bonus potential
• Generous paid time off: vacation, sick, parental and volunteer time off
• Downtown Portland, Maine office: Inviting office in the heart of the Old Port