Senior Product Manager Customer Success

About ViCentra

Worldwide, over 30 million people with diabetes are insulin dependent. This means they need insulin to manage their blood glucose levels. They can either give themselves multiple daily injections, or use an insulin pump, which administers insulin on a continuous basis around the clock.

At ViCentra, we’re on a mission to design an insulin pump that delivers not just a best-in-class performance, but also gives our users an experience that empowers and excites them. Something a bit different from the usual medical experience!

It’s simple really: people with diabetes are people – not patients.

Our philosophy is all about simplicity, helping to carry some of the weight of day-to-day diabetes management for the user, adding a splash of colour and a whole lot of freedom! Kaleido is one of the smallest insulin pumps in the world. We have 10 colour combinations, from bright and joyful to sleek and chic. We want our users to wear their Kaleido proudly. Its size makes Kaleido discreet and easy to wear, so Kaleidoers can forget about diabetes (for a while, at least!) and focus on what truly matters - living life on their own terms!

ViCentra was founded in 2013 in the Netherlands, and while we still call Utrecht our home, we’ve now branched out to France and Germany, too. We're gearing up to spread our magic even further, with concrete plans to extend across Europe in 2024. We are CE marked, with in-house development and manufacturing, a state-of-the-art HQ, and a diverse and energetic team hailing from over 30 countries worldwide! We’re backed by heavyweight investors like EQT, INKEF, and Invest-NL, all helping us to launch our rocket ship journey and forge a steady course.

We’d love you to travel with us.

Kaleido

• One of the smallest and lightest insulin pump system currently available
• Unique pump drive mechanism to ensure accurate delivery
• Proprietary and IP protected
• Low manufacturing cost of disposable insulin Cartridge and Infusion Set
• Platform for connectivity
  
  
  

The position

We are seeking a Sr. Product Manager (Customer Success) to join our rapidly growing medical device organization. As a scale-up company, we are in the process of establishing an insulin therapy footprint in Germany, The Netherlands, France and the UK, with plans for other EU markets and eventually the US.

As the Product Manager focusing on Customer Success, you are teaming up with the other Product Managers that take a central position in ViCentra – working tightly together with colleagues from Commercial, R&D, Operations and QARA. You will be responsible for the development of key aspects for our users: Training, Troubleshooting, 3rd party accessories, and everything else that affect the user experience.

Our Kaleido proposition can only become successful and scalable if these aspects are in line with the Kaleido experience: effective, easy to use, and wrapped in a premium experience envelope.

This is a challenge, as our go to market strategy is different per country. In The Netherlands we have direct contact with our end users, in Germany we distribute via multiple distributors, and in the UK and France one agent organization takes care of the full commercialization, including aspects like training and first line customer care. So imagine a nice first task: how should the digital user onboarding be set-up to cater for all these different models?

We look for someone who’s able to make solutions for complex challenges. Someone who is naturally curious, handy with digital tools, and who will find answers where most people only see questions. Who can translate opinions, documentation and medical regulations into (digital) solutions. You will be responsible for services that create happy Kaleidoers, resulting in a high NPS, low drop-out rates and high retention rates after 4 years of use when the pump is up for renewal.

Main Responsibilities include but are not limited to:

• Collaborate with cross-functional teams, including product development, regulatory affairs, sales and marketing, to ensure training materials are in line with product specifications, regulatory requirements, while elevating the Kaleido brand and generating confident users
• Develop and oversee the creation of training materials, including presentations, manuals, videos, and online modules, targeting end users, healthcare professionals (HCPs), and distributors.
• Develop and oversee the creating of (digital) Trouble Shooting solutions, such as a FAQ database for our users, Customer Care teams and Distributors
• Create a product vision on collaborating with 3rd parties to develop accessories for Kaleido. Think of covers for the handset, adhesives for people with skin allergies, covers for the wearable pump, and so on.
• All content and delivery methods should accommodate the unique requirements, regulations and cultural nuances of our different territories (all EU, but different in details)
• Implement strategies to assess training needs and evaluate the effectiveness of training programs through metrics, feedback, and performance indicators
• Foster strong relationships with key stakeholders, including sales teams, distributors, and KOLs, to gather feedback and enhance the relevance and impact of training initiatives.
  
  
  

The ideal candidate for this role should be a problem-solver, energetic, positive and pro-active!

You’ll also have:

• A degree that gives you the knowledge to turn complexity into a simple, premium user experience (preferably a Masters Degree from a university, or equivalent)
• Proven track record in creating scalable solutions for complex challenges
• Experience in “productizing” services like training and troubleshooting
• Previous experience in the medical devices industry – or show that you’re able to master complex new environments soon
• Knowledge or interest in understanding everything about clinical and regulatory processes (MDD/MDR/FDA) and knowledge how to navigate this with a proven customer focus
• Fluent written and spoken English
• Even better: Previous experience working in a start-up/scale-up environment
  
  
  

What we offer

This is a senior and defining position at ViCentra. In addition to working on a ground-breaking new product, you’ll be working in a small, friendly and highly motivated team; all ideas are welcomed, and great work is rewarded.

We’re also offering:

• A work environment where you can develop your skills and be rewarded for your imagination
• A very competitive salary
• 32 holiday days (pro rata) + 5 optional purchase days
• An average 40 hours per week
• Laptop
• Phone allowance
• Discount on gym membership
• Bike Scheme
• Free, on-site parking
• Multi-cultural working environment, informal dress code
• Social events and team lunches
  
  
  

Apply today!

We will start interviewing successful candidates without delay, therefore please submit your CV as soon as possible. If we like what we see we will contact you, if we don’t contact you within 4 weeks we’ve probably proceeded with other candidates but don’t lose heart as we might reach out to you if we have a different role or project we think might be a match

If you've got any queries feel free to call +31 (0) 88 250 2900.

ViCentra is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. Due to the international nature of the Company applications are only accepted in English and candidates must also have the right to work in the Netherlands.