Officer Customer Success

About Us

Instalimb, is a highly renowned startup company founded in Japan. Since 2019, it has leveraged cutting edge AI technology as well as 3D printers in order to re-accelerate the lives of millions who have lost their limbs. By providing the world's first 3D printed prosthetic legs at affordable prices, we are making an impact for good.

Job Description:

Overview:

The Customer Success Officer (CSO) plays a vital frontline role in ensuring that customers receive the highest level of service, satisfaction, and clinical success throughout their journey with Instalimb. Operating directly from the field or assigned sites, the CSO is responsible for implementing Instalimb's standardised processes, training of customer's staff on-site, supporting prosthetic delivery, and ensuring that all clinical and customer service touchpoints are aligned with Instalimb's SOPs and service standards. This role acts as the bridge between patients, clients, and internal teams, identifying customer challenges, facilitating adoption of digital solutions, and ensuring a seamless post-sales experience. The CSO also contributes to customer retention and business growth by collecting feedback, addressing on-site issues promptly, and maintaining detailed documentation of all service interactions and activites.

Role & Responsibilities

• Facilitate onboarding and digital workflow training for customer-side staff and site-level trainees.
• Guide patients through the prosthetic fitting process, including education on device usage and care.
• Coordinate on-site with clinicians, technicians, and stakeholders to ensure timely service delivery.
• Provide ongoing support for troubleshooting related to digital prosthetic fabrication and delivery.
• Assist with patient follow-up visits and outcome assessments.
• Ensure execution according to SOPs across all clinical, production, quality and managment business processes at the customer site
• Act as the on-ground escalation point for any operational or service-related challenges and coordinate with internal teams to resolve technical or service issues.
• Monitor device usage, capture patient and partner feedback, and relay improvement suggestions.
• Ensure 100% documentation of all patient-related processes and maintain record accuracy.
• Support in the execution of account expansion opportunities.

Must Qualifications:

• Bachelor's or Master's in Prosthetics & Orthotics or engineering discipline.
• 03 years in a clinical or customer-facing healthcare role.
• Deep understanding of the prosthetics and orthotics processes
• Excellent verbal and written communication skills
• Empathy and ability to build rapport with patients and stakeholders
• Adaptability to work in field conditions across diverse locations
• Problem-solving mindset with attention to detail
• Collaborative attitude to coordinate with cross-functional teams