Customer Success Associate

Murj

146d

About The Position

The Customer Success Associate is a subject matter expert (SME) in Murj operations and a strategic contributor to improving customer experiences at scale. They lead key operational initiatives and influence product support design. You’ll be expected to operate independently and take initiative, often identifying and addressing work that hasn’t yet been assigned. Murj is a fast-moving, collaborative environment that values clear judgment, accountability, and a coaching mindset.

Requirements

• 1+ years of advanced product support or implementation experience.
• Expert in triage frameworks, analytics tools, and cross-functional coaching.
• Solid foundation of Murj products, workflows, and SOPs.
• Experience with cardiac devices in clinic, CIED industry, or other pertinent areas.
• Responsible in an autonomous role.
• Bachelor’s degree or equivalent experience.
• Ability and willingness to manage multiple tasks and projects simultaneously.

Nice To Haves

• Experience working directly with enterprise healthcare clients.
• Healthcare IT knowledge.
• EHR/EMR Experience.
• IBHRE certified.

Responsibilities

• Respond to inbound customer support requests via email, platform messaging, or phone.
• Handle support requests and customer workflow questions.
• Collaborate directly with product, engineering, CSM, and leadership teams to resolve issues.
• Support testing for bug fixes or feature validation tied to incoming inquiries.
• Analyze ticket trends to recommend improvements to workflows or product.
• Function as liaison to engineering for recurring technical problems.
• Assist with onboarding clinics, user training, and associated tasks during the launch and post-launch phases.
• Handle escalations with clinical or technical impact.
• Coordinate with product and engineering teams when technical issues arise.
• Ensure timely and effective resolution of customer escalations.
• Resolve escalated and complex requests and escalate appropriate issues to leadership.
• Meet performance targets for response time, customer satisfaction, and ticket handling efficiency.
• Ensure Data Reporting is accurate by maintaining its source (i.e. salesforce, tracking spreadsheets, etc.)

Benefits

• Full medical, dental, and vision insurance.
• Open vacation policy.
• More than 10 annual company holidays.
• Competitive compensation and equity participation.
• 401(k) after 3 months of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1-10 employees