ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

About ResMed
ResMed has pioneered some path-breaking solutions to improve people’s lives and our mission is to change 250 million lives in 2025. This culture of innovation is now being brought to ‘out-of-hospital’ care settings under ResMed’s SaaS division. The focus of the products and technologies is to complete the care continuum outside the hospital, enable seamless transitions for people as they move between different care settings and empower the caregivers with actionable data and insights that can transform the way care is delivered.

Let’s talk about the Team
ResMed is setting up a Centre of Excellence (CoE) in Bangalore. This person would be an integral part of the CoE team and is expected to work in close tandem with the team members of the customer experience/success team of MatrixCare in the USA. This individual must be a self-starter and should be passionate about wanting to play a key role in ensuring the success of our customers. Customer Experience Specialists must be skilled at leveraging the tech stack, internal tools and work towards proactively engaging with the team to enable the success of our customers.
 

Let’s talk about Responsibilities
• Perform a thorough analysis of the usage of our software to define the current state. Leverage various internal tools to outline possible future states and corresponding advantages, and efficiency gains for the customer
• Build a thorough understanding of the products, and metrics for customer success and provide insights and recommendations to the team as needed
• Provide proactive customer success engagement to our small- medium-sized customers
o Initiate email engagement campaigns that focus on optimizing customer usage of our platforms, marketing campaigns, release notes, etc.
o Track the success of these campaigns
o Identify areas of opportunities to enhance customer touchpoints
• Assist team members with internal requirements as needed and collaborate for identifying process improvements and efficiency gains for our customers
• Provide ongoing support for CSM/customer needs such as but not limited to:
o Statement of Work requests
o Read Only Access requests
o Cancellations if any
• Analyze current processes and pursue opportunities for standardization, optimization, and subsequent improvement

Let’s talk about Qualifications and Experience
• Bachelor’s degree and minimum 4 years of experience working in Customer Success Management
• Must have strong analytical skills
• Passion for technology and business transformation
• Experience with software in a SaaS environment
• Experience with Salesforce or comparable CRM
• Strong prioritization and time management skills
• Excellent verbal and written communication skills

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.