Customer Success Manager

Role: Customer Success Manager 

Primary responsibilities: Customer onboarding, training, & non-technical support 

About Us: 

Physicians are the backbone of our healthcare system, and our mission is to ensure the right medical students and residents are matched to the right training opportunities. 

Every year, approximately 50,000 students apply to become medical residents at hospitals throughout the US. And about 35,000 of those will successfully match into those positions. 

For applicants, the residency match process is a critical phase in a life dedicated to the dream of practicing medicine. For residency programs, the match process is a critical phase of their mission to transfer practical knowledge to the next generation who will advance medicine into the future. Thalamus was born to optimize and streamline this process, to make a stressful transition better for all stakeholders. 

Our cloud-based interview management platform is used by hospital program administrators and faculty to manage all the moving pieces involved with application review, scheduling, interviewing (including virtually), scoring, and ranking. We integrate with ERAS (the application portal) and the NRMP (where the match algorithm does its magic). For applicants, they can sign up for interviews in real time (like open table without a restaurant) and manage their calendars. 

Over 200 academic medical centers and hospital systems in the US & Canada, representing 2500+ residency and fellowship programs over 100 specialties, trust Thalamus for this critical piece of the process. Over 90% of all applicants pass through Thalamus as well. We are the premier solution and the experts in GME recruitment. 

About you: 

Our work is just beginning, and that’s where you come in! 

Are you a teacher? – Your primary responsibility will be to ensure that our customers can successfully use our products to achieve their goals. You excel at taking complex information & processes and chunking them into easy-to-learn pieces. You’ll build, conduct, and manage a schedule of one-off trainings, recurring trainings, new customer onboarding, and other opportunities to educate our users. 

Are you engaging? – The best learning plan in the world will fail to transfer knowledge if your “students” aren’t engaged and inspired by you. You don’t have to be David Copperfield, but you should be able to hold a room. 

Do you love SaaS tools? – You’ll spend your day living and breathing both Thalamus products as well as your core tool set of Zendesk, Asana, and Salesforce. You’ll also recognize that all these log-ins are just a means to an end, and you’ll be adept and using them to accomplish your goals. You’ll be responsible for creating Zendesk user guides and self-help FAQs so understanding B2B SaaS tools, in general, and best practices, in particular, will help you be successful. 

Are you organized and self-motivated? – This is a small team, and everyone is responsible for their own productivity. You’ll relish the effectively unlimited opportunity to engage with customers, but you’ll also have the maturity and professionalism to understand how to get the best ROI from your time. Your motivation will be matched by your organizational skills. You’ll be accountable for the pipeline of programs queued for onboarding, and that will require skilled project management capabilities. 

Are you a subject matter expert in GME? – In order to teach our customers how to use our products (as well as support them over time), you’ll have to an expert in their jobs and the workflows they use to accomplish their own objectives. Additionally, you’ll need to act as a subject matter expert to support the sales process; that means you’ll be riding along on sales calls to ensure that any technical questions are resolved. No one is born a GME expert, but everyone’s lives will be a lot easier if you already have a working knowledge of this industry.  

Are you good at identifying root causes? – Every ticket a customer logs in Zendesk means we can improve in some way.  Maybe the user experience isn’t optimized for the way our users actually work. Potentially a bug in the code is creating an error. Regardless of the issue, you relish every ticket as an opportunity to learn how to better serve our customers, and your ultimate goal is to drive tickets to zero. 

Are you customer-obsessed? – You are an adherent of the Raving Fans philosophy, and you understand that any time you’re getting a ticket, someone is in trouble. In the parlance, someone is not “fine.” You know how to triage. You know how to apologize. You understand empathy. You know how to rally other resources within the company to help (Raving Fans is an internal goal, too). You know how to get the issue resolved as quickly as possible. 

What’s next (Our Process): 

If our mission sounds like one you can get behind and the nature of the role is one where you’re confident you’ll be successful, then we’d love to hear from you! 

1) Send an email to our COO, Kevin Lindbergh, at explaining why we shouldn’t consider anyone else but you for this role. 

2) If your story resonates, we’ll kick off an interview process. You’ll have calls with our CEO as well as one or more members of our team.  

3) Assuming the interviews went well, we’ll move into a formal offer conversation and nail down details like compensation and start-date. 

4) Once an offer is signed, we’ll do a pre-employment background check and other paperwork as a condition of employment. 

5) With all the i’s dotted and t’s crossed, we’ll welcome you to Team Thalamus and kick off your onboarding process! 

This position will be fully remote, and Thalamus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.