Clinical Customer Sales

About Formus Labs:

Formus Labs enables personalised orthopaedics at scale, by embracing biomechanics automated with Artificial Intelligence. Our vision is to lead the transformation of orthopaedics by empowering surgeons to individualize care and enhance patient lives worldwide. We have an exclusive partnership with Zimmer Biomet in Asia-Pacific with our flagship product - Formus Hip - the world's first fully automated 3D pre-operative planner for Total Hip Arthroplasties (THAs).

Role Overview:

As the Clinical Customer Sales & Success Lead at Formus Labs, you will play a pivotal role in driving the adoption and successful utilisation of Formus Hip across ANZ & Japan among surgeons and sales representatives. You will be instrumental in developing and executing strategic plans to acquire, activate, grow, and ultimately retain our valued surgeons and reps, collaborating closely with Zimmer Biomet as needed. Your focus will be on cultivating strong relationships, maximising customer satisfaction, and ensuring critical field insights are communicated back to Formus, especially to our product development team. A deep and demonstrable clinical orthopaedic background is imperative for this role, enabling you to engage in sophisticated discussions with sales reps and surgeons on the intricacies of THAs and pre-operative planning.

The primary location of this role is Australia (Hybrid) with occasional travel to NZ, Japan, and the USA.

Key Success Measures:

● Case volume (relative to Zimmer Biomet's THAs)

● Customer satisfaction scores (e.g., NPS, CSAT)

Reports To: Chief Growth Officer (CGO)

Key Responsibilities:

● Strategic Adoption & Growth: Develop and execute comprehensive plans to raise

awareness, consideration, preference, and adoption of Formus Hip amongst ZB

surgeons and reps.

● Customer Engagement & Advocacy: Proactively engage with surgeons and reps not

yet using Formus to understand their needs and educate them on how our solution can

address their latent needs. Act as a primary operational support for all ZB/customer

activities, understanding their business objectives, challenges, and opportunities for

growth, ensuring timely coordination and execution of all expected tasks and actions.

● Onboarding & Training: Ensure newly acquired reps and surgeons are well trained,

have an exceptional first impression of Formus, and quickly realize the inherent value

our solution delivers.

● Clinical & Technical Support: Own and resolve clinical questions and concerns,

guiding reps and surgeons through Formus' functionality and assisting them in

adjusting pre-operative plans when required. Oversee the speedy resolution of all

technical queries from ZB reps and surgeons, and drive the ongoing enhancement of

support systems and processes.

● Leadership & Team Development: Provide leadership to a future potential Customer

Support Specialist, ensuring they are well-supported, engaged, and effectively deliver on

their responsibilities.

● Performance Monitoring & Reporting: Conduct monthly reporting on key metrics for

internal and external use, providing insightful customer analysis. Monitor customer

health metrics, identify trends, and take proactive measures to mitigate churn risk.

● Voice of the Customer: Act as a critical voice of the customer within the organization,

delivering valuable feedback and insights to the product and development teams to drive

continuous improvements and enhancements to the product.

● Clinical Expert: use your deep real-world clinical and orthopedic technology experience

to relay structured clinical feedback to the product development team to help ensure

requirements, designs, protocols, and processes meet real clinical needs and address

real clinical risks.

● Industry Expertise: Stay abreast of current industry trends, best practices in customer

success, and the competitive landscape to continuously refine and improve customer

success strategies.

Qualifications:

● Essential: At least a year of clinical orthopaedic background (3-5+ preferred) e.g.,

Physician Assistant, Orthopaedic Technologist, Surgical Assistant with

orthopaedic experience, or similar relevant clinical roles. US experience is highly

preferred.

● Demonstrated understanding and hands-on experience of modern total hip and

knee arthroplasty procedures, anatomy, and surgical workflow in large and small

hospital settings.

● Demonstrated understanding and hands-on experience with multiple orthopaedic

software and hardware technologies, e.g. planning software, robotics systems,

navigation systems.

● Proven experience in a customer-facing role, ideally within medical devices, healthcare

technology, or a similar field.

● Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and influence at all levels.

● Strong analytical skills with the ability to interpret data and identify actionable insights.

● Proactive and results-oriented with a strong sense of ownership and accountability.

● Ability to travel within ANZ & Japan as required.

● Experience with CRM software (ideally HubSpot and Zendesk) and customer success

platforms is a plus.

Job Types: Full-time, Permanent

Pay: $100,000.00 – $140,000.00 per year

Work Location: Remote