Senior Manager, Clinical Product Support

About Sequel 

Sequel Med Tech is an emerging medical device company committed to revolutionizing patient care through innovative solutions. Our mission is to improve the lives of people by developing cutting-edge medical technologies that address unmet needs in healthcare. 

Job Overview 

Sequel’s Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As the Senior Manager, Clinical Product Support, you will be critical in assisting pump users and their families with their twiist experience. You will use your clinical acumen and experience with diabetes education to build and lead the team as well as to offer product instruction, guidance, and troubleshooting support to customers and caregivers in a virtual call center environment during scheduled hours. Your expertise will directly impact customer outcomes and enhance the overall user experience with our medical device. 

Job Responsibilities and Essential Duties 

• Manage day-to-day operations for a team of Clinical Product Specialists. 
• Recruit, interview, hire, onboard, train and develop team members.  
• Lead, inspire, and mentor the team to deliver best-in-class service.  
• Foster a customer-centric culture focused on responsiveness and problem resolution.  
• Provide effective coaching and motivating and insightful feedback.   
• Lead the team to assure consistency of team quality audits and calibration of quality scoring within the team.  
• Identify and implement process improvements that enhance the customer experience.  
• Maintain standard operating procedures for issue resolution and escalation.  
• Ensures adherence to Regulatory, quality and accreditation standards.  

Minimum Requirements 

• A valid professional license in one or more of the following fields: Registered Nurse (RN), Registered Dietitian (RD), Pharmacist (PharmD), Physician’s Assistant (PA), Nurse Practitioner (NP). 
• Certified Diabetes Care and Education Specialist (CDCES) certification required. 
• 7 years of experience coordinating and conducting diabetes education with strong experience in the technical use of diabetes technology, with 2 years of experience managing a team. 
• Medical device industry experience required. 
• 2 years of customer service experience, preferably in medical device troubleshooting.  
• Call center experience in diabetes medical device support/sales preferred 

Required Knowledge, Skills and Abilities 

• Comprehensive knowledge of the diabetes disease state and experience in training on insulin pumps and automated insulin delivery devices.  
• Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.  
• Experience providing omni-channel remote support, particularly in a high-volume, regulated environment.   
• Skilled in using CRM tools.  
• The ability to provide technical information is an easy-to-understand manner.  
• Working knowledge of Microsoft Office applications.  
• Quick learner; thriver in a fast-paced environment.  
• Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required  
• Bilingual (English and Spanish) speaking candidates preferred

Sequel Med Tech 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. 

Environmental/Safety/Physical Work Conditions 

• Ensures environmental consciousness and safe practices are exhibited in decisions 
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments 
• May work extended hours during peak business cycles 
• Physical requirements such as lifting specific weights 
• Some travelling is expected