Leads clinical education, onboarding, training operations, and customer success initiatives for healthcare technology users. Manages clinical trainers, develops educational content and competency programs, evaluates training effectiveness, supports customer implementation and issue resolution, and partners with Sales, Marketing, Medical Affairs, and Customer Success. Requires an active clinical license and travel of up to 30%.
Description
Position Summary
The Manager of Clinical Excellence is responsible for the execution of clinical education, training, and customer success initiatives that support exceptional provider outcomes and long-term product utilization. This role is the glue between the sales and clinical teams to ensure consistent delivery of clinical best practices, educational programs, and customer engagement efforts.
The ideal candidate combines strong clinical expertise with manger/coordinator capabilities and a passion for fostering collaboration across departments. This position is instrumental in enhancing customer confidence and ensuring a consistent, high-quality clinical experience throughout the customer journey.
Key Responsibilities
Clinical Education & Program Leadership
- Drive and execute clinical education programs for new and existing customers.
- Design and implement standardized onboarding pathways that promote clinical proficiency and successful adoption of company technologies.
- Lead the creation and improvement of educational materials, training resources, digital content, and competency assessments.
- Establish advanced learning opportunities, refresher courses, and continuing education initiatives to support long-term customer success.
- Evaluate training effectiveness through customer feedback, performance metrics, and utilization data.
Training Operations & Team Management
- Must be licensed RN to conduct trainings, and become
- Provide coaching, performance guidance, and professional development opportunities for clinical trainers.
- Own the scheduling, resource allocation, and deployment of training personnel across customer sites.
- Support complex customer onboarding engagements and provide direct training when business needs require.
- Willingness to travel up to 30% to support customers , training events, and business initiative
Customer Success & Clinical Partnership
- Serve as a trusted clinical resource for customers during implementation, adoption, and optimization phases.
- Partner with healthcare providers and practice teams to identify opportunities for improved clinical utilization and workflow integration.
- Support field teams by providing clinical guidance, education, and best-practice recommendations.
- Assist with customer escalations, troubleshooting, and clinical issue resolution as needed.
- Promote a customer-centric experience focused on achieving positive outcomes and high satisfaction.
Cross-Functional Collaboration
- Act as a strategic partner to Sales, Marketing, Medical Affairs, and Customer Success teams.
- Facilitate communication between commercial and clinical stakeholders to ensure consistency in messaging and customer experience.
- Gather and communicate field insights to leadership regarding customer needs, training opportunities, and product performance trends.
- Participate in business reviews, planning meetings, and strategic initiatives that enhance organizational effectiveness.
- Contribute to the development of clinical excellence standards, processes, and performance benchmarks.
Continuous Improvement & Excellence
- Identify opportunities to streamline training processes and improve operational efficiency.
- Analyze data and trends to measure program success and recommend enhancements.
- Champion a culture of continuous learning, accountability, and excellence across the organization.
- Lead initiatives aimed at improving customer engagement, clinical outcomes, and educational effectiveness.
Requirements
- Active RN, NP, or PA license required.
- Bachelor's degree required; advanced clinical or business degree preferred.
- 5+ years of experience in clinical education, training leadership, medical devices, aesthetics, or healthcare technology.
- Demonstrated experience leading training programs and managing clinical educators.
- Strong understanding of physician practice environments, dermatology, aesthetics, or related specialties.
- Exceptional presentation, facilitation, and communication skills.
- Ability to build strong relationships across clinical, commercial, and executive teams.
- Experience developing educational content and measuring training effectiveness.
- Willingness to travel up to 30% to support customers , training events, and business initiative
Cytrellis Biosystems, Inc. Woburn, Massachusetts, USA Office
Woburn, MA, United States
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