Ashby logo
Ashby

Building people software for high growth companies.

Support Manager - EMEA

ManagerManagerFull TimeRemoteLeadTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Germany

Posted

61 days ago

Salary

€70K - €105K / year

Seniority

Lead

No structured requirement data.

Job Description

Support Manager - EMEA

Ashby

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire a Manager of Product Support to our EMEA team. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally. About this role: This is a unique opportunity to take ownership of a region. As our only regional manager in EMEA, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals. You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team. When you start, you’ll work closely with our Director of Support and VP of Customer Success – you’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped. Role Requirements: - Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organisations, while driving a culture of excellence and empathy. - Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team. - Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences. - Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team. - Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs. - Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience. - Technical expertise: You are well versed in Support organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.). You could be a great fit if: - ⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful. - 🤓 You strive to become a product and industry expert. You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognise the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product. - 🔍 Your peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective. - 📋 You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy. - 🤝 You love to coach and enable. You see every teaching moment as an opportunity and are excited to help teams grow functionally and expand their technical knowledge. - 📈 You enjoy analysing the Support journey and identifying opportunities for self-service and delivery improvements. - 📣 You thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists. You may not want to apply if: - You’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not an area you’re comfortable with. - You do not want to handle customer-facing tickets, whether for escalation or ongoing learning. - Managing the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in. - You need close oversight, a clearly carved out roadmap, or step-by-step guidance to succeed. This role requires comfort with ambiguity, initiative and a willingness to roll up your sleeves to build something you're passionate about. - You believe there is one right way to provide support and measure success. Our Philosophy: Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell. - We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation). - We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. The Interview: At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety: - 30 min - Recruiter Screen with Talent Team - 45 min - Interview with Hiring Manager - Take-Home Assessment - one week to complete - Final Round: - 30 min "Customer Experience" interview with two other Customer Success leaders - 30 min "Team Insights" interview with an APAC Support Specialist, and a Support Leader - 30 min "Support Management Approach" interview with another Support Leader - 10 min - Closing Questions with Hiring Manager Benefits: - You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible. - You get to sell a product that our prospects & customers are truly excited about. - Competitive compensation is offered. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. - Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! - $100/month education budget with more expensive items (like conferences) covered with manager approval. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

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Insulet Corporation logo

Clinical Services Manager - Ithaca, NY (Field Based)

Insulet Corporation

Insulet is a medical device company dedicated to improving the lives of people on insulin and other injectable drugs by enabling medicine delivery without the u

Manager61 days ago

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United States
Insulet Corporation logo

Clinical Services Manager - Ft. Worth, TX (Field Based)

Insulet Corporation

Insulet is a medical device company dedicated to improving the lives of people on insulin and other injectable drugs by enabling medicine delivery without the u

Manager61 days ago

Are you ready to take your career to the next level by joining a global medical device market leader in diabetes care? At Insulet Corporation, we are transforming lives with innovative products that empower people living with diabetes to take control of their health. Over years of technological advances, we developed Omnipod®, a line of tubeless, wearable, Pod-based insulin management systems.  Position Overview As a Clinical Services Manager, you’ll play a pivotal role in driving our patient-centric mission forward by creating a culture of collaboration aimed at simplifying life for people managing their diabetes.  In this role, you’ll be the clinical expert in the field, conducting training and guiding healthcare providers in integrating Insulet’s products into their patient care strategies. Your work will go beyond training—by understanding the clinical goals of providers and the unique needs of patients, you’ll create customized approaches that truly make a difference. The work environment will be the HCPs offices, clinics, home office and car.    We’re looking for:  - A dynamic and driven professional who thrives on delivering clinical excellence, educating healthcare providers, and driving exceptional patient outcomes.  - A natural relationship builder who creates lasting partnerships with key decision-makers and colleagues  - A clinical expert who uses evidence-based insights to guide providers toward adopting Insulet products  - A proven educator who empowers patients to take control of their health and improve their quality of life. Responsibilities  Establish Clinical Partnerships  - Build strong relationships with key stakeholders, including endocrinologists, primary care providers, and diabetes management teams in hospitals, clinics, and private practices.  - Share your expertise with healthcare providers about diabetes management, including the latest technologies and best treatment practices to ensure consistent, high-quality care for patients.  - Expand your network and credibility within the diabetes community by actively participating in local events and initiatives that position you as a leader in diabetes care.    Own Patient Training  - Schedule and deliver personalized training to patients on the proper use and care of Insulet products, ensuring they feel confident and informed about their treatment.  - Assess patient needs and customize training programs, tailoring sessions to accommodate varying levels of familiarity with the device.  - Provide ongoing support and education, offering follow-up consultation to address questions, troubleshoot issues, and ensure successful long-term device usage.  - Collaborate with healthcare providers to ensure training aligns with clinical treatment plans, fostering seamless integration of the device into the patient’s care routine.  - Empower patients to manage their condition effectively by explaining device features, functionality, and best practices for optimal results in everyday use.  Oversee Clinical Education  - Evaluate and recommend Certified Pod Trainers (CPTs) who wish to become consultant CPTs for Insulet  - Oversee CPTs by providing timely product updates and being a clinical resource.  - Leverage multiple data sources to inform education strategy and individual/team actions.  - Maintain and update data systems, such as Salesforce, to capture training metrics.  - Conduct administrative responsibilities, managing operations while adhering to budgetary guidelines.    Sell Through Clinical Expertise  - Empower decision-making by promoting the life-changing benefits of insulin pump therapy to healthcare providers and patients.  - Collaborate closely with territory partners to achieve shared sales goals while contributing your clinical expertise to shape effective strategies.  - Champion inspiring patient success stories, leveraging real-world examples to demonstrate the impact of Insulet’s solutions and drive product adoption through clinical selling techniques.  - Execute field sales activities with a strategic, patient-centered approach, ensuring all promotional efforts are aligned with established guidelines while maximizing impact in the field.    Skills and Competencies  - Excellent communication skills, both oral and written  - Strong influencing and collaboration skills with the ability to build and nurture relationships.  - Demonstrated skill educating in a clinical setting (both providers and patients)  - Team-oriented with proven ability to work in a collaborative setting.  - Ability to solve complex problems and take appropriate action.  - Ability to execute territory business strategy.  - Proficiency with technology (both large data systems as well as personal devices, such as insulin pumps and continuous glucose monitors).   Education and Experience  Minimum Qualifications - Associate degree  - 2+ years of related clinical experience  - Professional, up-to-date credentials and/or certifications (Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN), PharmD, or other clinical credentials and/or certifications; state licensure (as required per state)  - Valid driver’s license  Preferred Qualifications - Bachelor’s degree  - 2+ years’ experience conducting training in a clinical setting and/or managing insulin pump patients - Prior experience in a commercial role in the medical device or pharmaceutical industry Additional Information - Must reside within the geographic area of the assigned territory. This position requires regular business travel, mostly by car within a set geographic region.  - Overnight travel and amount of air travel varies by territory, may be as much as 2 – 5 overnights per month.  - Ability to lift, carry and transport up to 30 lbs., professional sales samples and literature.  If you’re ready to be a part of a company that’s changing the future of diabetes care, we want to hear from you. Join us at Insulet Corporation, where your talent will make a real difference in people’s lives. For U.S.-based positions only, the annual base salary for this role is $90,000. This position is eligible for incentive compensation.     We offer a comprehensive benefits package, including:  - Medical, dental, and vision insurance  - 401(k) with company match  - Paid time off (PTO)  - And additional employee wellness programs     Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online.   NOTE: This position requires field-based working arrangements (travel within assigned territory required). #LI-Remote  Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com. We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it! At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights)

United States