Head of Clinical Customer Experience

In a context of growing sales across several international markets (including Germany and Italy), Damae Medical wishes to structure customer life and the adoption of its solutions in order to guarantee sustainable value creation for its users. The growth of the installed base, the development of new usage models, the prioritisation of certain markets and the launch of new innovations make the creation of a structuring, cross-functional and scalable role essential. The position reports to the Clinical team under the responsibility of the Clinical Director, working in constant interface with the Sales & Marketing, Production & Service, QARA and R&D teams.

MISSIONS

1. Structure customer training and follow-up

Objective: ensure rapid and effective adoption of the LC-OCT by new customers through a structured and scalable training framework.

• Structure and formalise the onboarding process and follow-up of new customers, taking into account the diversity of profiles to be trained and the progressive nature of clinical indications.

• Develop and evolve customer training programmes to facilitate the adoption and use of the LC-OCT.

• Evolve the current training model (onsite training + e-learning) by integrating new formats: workshops, masterclasses, hands-on sessions and collaborations with partner universities.

• Produce teaching materials specific to our AI-based diagnostic aid tools to support their deployment.

• Optimise the use of the online training platform (deepTraining), notably by strengthening user engagement (e.g. gamification) and structuring the monitoring of learning pathway completion (persona / KPI).

• Animation of the user community (currently around 400): user clubs and webinars to be developed, workshops at congresses, peer-to-peer exchanges between centres.

2. Drive adoption and proper use of the LC-OCT across the installed base

Objective: ensure the success of LC-OCT programmes at customer sites and maximise the clinical impact of the technology.

• Define, for each customer segment, the success criteria and indicators to measure adoption in terms of both quality of use and volume of activity.

• Track these indicators to identify customers facing difficulties and put in place tailored support plans.

• Structure the collection and analysis of customer feedback to feed internal teams. Particular attention to feedback concerning the AI diagnostic aids, within a continuous improvement approach.

• Support the generation of clinical evidence on the real-world impact of integrating the LC-OCT with the "early majority" base and help them value their results through user clubs, workshops, communication at national congresses and scientific publications.

3. Put in place the organisation, processes and tools needed to steer and scale the customer experience

Objective: build a team enabling the company to effectively support a growing installed base while maintaining a high level of customer satisfaction.

• Building and managing a committed and attractive CX team, with a strong clinical culture and a field orientation.

• Define and structure the Customer Experience processes at Damae.

• Put in place the tools and dashboards needed to steer the customer experience (training follow-up, adoption, installed base performance).

• Structure the information flows between teams (service, sales, clinical, R&D).

PROFILE SOUGHT

You have a minimum of 7 to 10 years' experience in similar functions: Customer Success, Clinical Education, Customer Experience or Customer Enablement, ideally in medtech or capital equipment.

• Ability to structure an activity that is still little formalised, within a growing organisation.

• Experience with clinical users (physicians, hospitals, operating theatres): training, support or assistance in a healthcare environment.

• Experience structuring (hybrid) programmes of customer training.

• Experience defining KPIs for customer adoption and success.

• Ability to produce analyses and reports.

• Ability to structure customer feedback flows towards the product.

• Experience in team management, ideally with international profiles.

• Nice to have: prior experience in medtech / medical devices / healthtech / pharma.

• Strong customer orientation: understanding of user needs, clinical appetite.

• Cross-functional leadership: ability to unite multidisciplinary teams.

• Structuring mindset, able to formalise processes and methods in a growing environment.

• Analytical and data-driven approach to steer customer adoption and performance.

• Pragmatism and execution capability, with a strong results orientation.

• Excellent communication and teaching skills, suited to varied audiences (clinicians, internal teams, partners).

• Able to create an interesting, innovative and resilient CX scope for the teams.

• Nice to have: ability to lead an organisational transformation.

Languages: fluent French and English. German is a plus.

TERMS AND BENEFITS

• Permanent contract (CDI).

• Salary according to level of expertise and years of experience.

• Location: Paris 13th arrondissement, near Olympiades metro station.

• Possibility to telework up to 2 days per week.

• Regular travel (on average 2 per month).

• 30 days of paid leave per year.

• Alan supplementary health insurance (with family option).

• Meal vouchers of €8.50/day (60% funded by the company).

• "Wellpass" sports subscription.

• Annual profit-sharing bonus.