InBody BWA, Inc

Compensation

Full Description

Job Type Full-time Description About InBody New York InBody New York is part of InBody's U.S. regional network, representing the company's growth across the Northeast region. InBody is a worldwide leader in the health metrics field, revolutionizing the industry with innovative technology and devices. InBody's products are trusted by top research facilities, fitness centers, hospitals, and health centers around the world because of their accuracy, reproducibility, and ease-of-use.? We proudly produce advanced health technology designed to make understanding and improving health and wellness accessible to everyone. From class-leading body composition analyzers to user-friendly automated blood pressure monitors, our goal is to equip health and wellness professionals with the tools they need to help clients and communities improve their well-being. Job Title Assistant Manager - Customer Experience (Hybrid / Remote in Northeast Area) Job Type Full-Time, Non-Exempt Working Hours Monday through Friday, 8 AM to 5 PM (EST) Supervisory Responsibility This position may oversee Customer Experience team members as assigned Reports to Head of Customer Success / CEO, InBody New York Desired Start Date 1/1/2026 or ASAP Position Overview The Assistant Manager - Customer Experience will lead customer experience operations for InBody New York's medical and academic clients across the Northeast region. This position combines direct customer management with operational leadership-supporting system integration between InBody New York and IBUSA, optimizing internal processes, and training future CX team members. The ideal candidate is proactive, detail-oriented, and experienced in managing complex customer relationships. This role requires strong communication, operational problem-solving, and the ability to bridge cross-departmental workflows between HQ and the regional office. This is a full-time, hybrid position at our office located in Midtown Manhattan, NY reporting to the Head of Customer Success. Essential Responsibilities Client Management (Core CX Functions) • Serve as the primary contact for assigned medical and academic accounts, ensuring consistent customer support and satisfaction. • Conduct onboarding calls, implementation sessions, and follow-up Q&A trainings (virtual or in-person). • Manage key institutional portfolios across healthcare, medical education, and research sectors - ensuring goals, policies, and documentation are up to date. • Deliver exceptional service through timely responses, proactive communication, and accurate resolution of client issues. • Coordinate device trade-ins, service renewals, and educational programs to maintain client engagement. • Identify opportunities for upselling and cross-selling, and collaborate with the sales team to meet growth objectives. • Maintain organized records of client interactions and activities in Zoho CRM. • Provide insights to marketing, service, and sales teams to enhance customer engagement and retention. Operational Leadership & Integration • Lead operational alignment efforts between InBody New York and InBody USA, including but not limited to: 1) system integration and process standardization; 2) Customer Experience hire onboarding; and 3) quarterly travel to different office locations for planning, training and cross-team alignment. • Participate in system integration initiatives, helping align CRM data, service protocols, and reporting structures between the regional and national teams. • Build and document tailored CX processes for InBody New York, ensuring scalability and clear internal communication. • Serve as the operational liaison for special projects involving service process improvement, client escalation handling, and workflow automation. Team Development & Training • Onboard, coach, and train new or junior Customer Experience Managers. • Develop CX training materials and documentation tailored to the regional context. • Assist in setting team goals, performance metrics, and best practices in alignment with company-wide standards. Requirements Minimum Qualifications • 3+ years of experience in customer service, account management, or client success - preferably in healthcare, medical device, or academic research sectors. • Strong organizational and time-management skills; able to manage multiple accounts and operational projects simultaneously. • Excellent communication, presentation, and interpersonal skills (written and verbal). • Demonstrated leadership ability or experience in training, mentoring, or team coordination. • Proficiency in Microsoft Office 365, Google Workspace, Freshdesk, and CRM systems (Zoho preferred). • Strong analytical and problem-solving mindset, with attention to process improvement. • Minimum typing speed of 45+ WPM. • Reside in ME, NH, VT, MA, RI, CT, NY, NJ, PA, DE, MD, VA, WV, KY, or DC • Travel to the NY Office on a quarterly basis (or more as needed) • Travel for business trips and tradeshows (up to 20% of schedule) Preferred Qualifications • Prior experience in a Customer Experience role or in operations coordination between multiple business units. • Experience developing internal workflows, CRM integrations, or customer documentation systems. • Familiarity with healthcare or institutional procurement processes. Benefits • Medical (PPO), Dental (PPO), Vision (PPO) & Life Insurance • 401(k) plan with company match up to 3% • Paid vacation, sick leave, and wellness/birthday time off • 11 annual paid holidays • Job-related training reimbursement • Monthly internet reimbursement • Gym membership reimbursement ( Benefits begin after successful completion of the 90-day introductory period and/or other tenure requirements. The above-stated benefits may change without prior notice. ) Salary Range $66,300.00 - $72,800.00 per year Disclaimer This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that may be required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.