Job Description

Job Code: #10319
Title: Customer Relationship Manager
Date Posted: 10/26/2018
Job Location: MA

Job Description:

The “Customer Relationship Manager” is responsible for building purposeful and meaningful relationships that build company and product trust with our core surgeon base.

Duties and responsibilities

Establish strong and sustainable relationships with surgeon, surgeon customers, OR support staff members, and sales distribution partners

Maintain high level of clinical, market, and product knowledge

Know our surgeons’ needs and wants and document them in executive summaries for each surgeon

Be well versed in customer service value proposition and how that is delivered to each individual surgeon. This includes clinical research, product development, and product marketing

Solve surgeon requests and proactively find solutions to our surgeons’ issues and challenges

Hands-on management of every assigned account and ensure complete satisfaction and maximum utilization of the product or services provided to our surgeons

Identify and on-board prospective surgeons, specifically residents and fellows, to introduce technology and company value proposition

Develop and support Surgeon Advisory Board to ensure stakeholders’ voices are delivered to product development teams

Support surgeon training visits at Boston HQ and remote labs

Develop relationships with key personnel, nurses, administrators and important GPO groups

Develop surgical technique guides, product literature, competitive updates, sales binders, launch packets, web content, distributor bulletins, press releases, and sales support information

Provide market intelligence feedback to senior management on things such as pricing, reimbursement, competitive strategies and tactics, demonstrations, techniques, customer training needs, etc.

Support local meetings and national conventions of key orthopedic and neurosurgical societies or groups.


Bachelor’s degree in marketing, communication, nursing, or STEM

Ability to inspire and motivate others through action is critical in this role

Excellent organizational skills and the ability to work under pressure

Sense of ownership, self-starter, and the desire to wear multiple hats to succeed as a team, not solely as an individual in a fast-paced environment

Understanding of sales/business principles required

Minimum of 7 years sales experience with a proven track record of sales achievement

Exceptional written, verbal, and presentation skills required

Capable of navigating through difficult situations and producing a positive outcome

Passion, energy, and enthusiasm to drive results and take projects to completion

Working conditions

Work is generally performed within an office environment, with standard office equipment available. Travel up to 70%

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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