About the role

Customer Success Project Coordinator coordinating clinical onboarding, contracts, renewals, and device programs. Improving operational processes for Trexo Robotics’ powered wearable robots.

Responsibilities

Coordinate the post-sale customer journey from sales handoff through onboarding and ongoing customer lifecycle activities
Coordinate clinical onboarding, including scheduling consultations, check-ins, and meetings between families and Clinical Specialists
Act as a first point of contact for basic customer questions and administrative support, escalating clinical or technical issues appropriately
Keep customer records, communications, and follow-ups organized and up to date
Prepare, send, track, and maintain customer contracts, renewals, amendments, and related documentation
Coordinate device size upgrades and renewals from start to finish
Coordinate scheduled hardware and software upgrades for devices in the field
Support administrative tracking for product recalls and safety notices, ensuring customer contact and documentation
Identify operational bottlenecks and design better ways of working
Own projects such as reducing clinical visit no-shows, automating renewal and upgrade pipelines, and improving recall tracking
Build and maintain systems, workflows, and automations for Customer Success and Clinical teams
Measure process effectiveness and drive team adoption

Bachelor’s degree in Health Sciences, Kinesiology, Healthcare Administration, Business, Engineering, or a related field; equivalent experience counts
3+ years of experience in operations, customer success operations, clinical operations, revenue operations, project coordination, or a similar role
Experience owning and improving processes, not just following established procedures
Strong organizational and project management skills, with the ability to manage multiple priorities, stakeholders, and deadlines
Experience coordinating projects from identifying the problem through implementation and adoption
Strong written and verbal communication skills and a genuinely empathetic approach to working with customers and families
High attention to detail and comfort working with documentation, contracts, schedules, and customer records
Ability to learn new tools and systems quickly and work comfortably in a fast-moving environment
Experience in healthcare, medtech, medical devices, rehabilitation, or another regulated environment is a plus
Hands-on skill with no-code and low-code tools such as Airtable, Zapier, Make or n8n; comfort with formulas, data structures and basic logic expected; scripting is a bonus
Experience with or interest in Airtable, Zapier, PandaDoc, Notion, Stripe, Affirm, and AI assistants such as ChatGPT and Claud is a plus
Already have the legal right to work in the location applied for; visa sponsorship is unavailable