Customer Excellence Manager Jobs (NOW HIRING)

Position Overview

The Clinical Excellence Manager provides tactical support to sales, service, clinical, and marketing efforts with a focus on clinical application, program and clinician education, and product training for the Tablo Hemodialysis System and Outset Medical. The Clinical Excellence Manager is responsible for leading Outset's clinical partnership with customers in the assigned territory to drive excellence in customers' insourced Tablo dialysis program across acute, post-acute, and home environments.

This role serves as the point person for customer engagement and supports the identification of opportunities for customer facility or regional expansion, clinical education programs, training needs, and additional capital. The Clinical Excellence Manager will lead the assimilation and communication of all relevant Outset data relative to the customer experience through CBRs and regular site visits with customer nurse leadership and partner in the identification of care quality and efficiency improvements.

Working directly with the Chief Nursing and Chief Medical Officers, as well as other cross functional partners, the Manager develops and executes regular customer business reviews (CBRs) for all assigned accounts to drive achievement of customer identified quality and program metrics to ensure excellence in customer success.

Essential Job Functions and Responsibilities

Serves as the primary point of contact for assigned customers, supporting ongoing engagement, responsiveness to clinical needs, and day-to-day program execution.

Provides hands-on clinical execution support for assigned customer accounts, including program implementation, go-lives, training, and post-implementation follow-up across acute, post-acute, and home environments.

Deliver clinical application support and clinician education related to the Tablo Hemodialysis System, ensuring customers are equipped to operate a safe, effective, and compliant dialysis program.

Prepare for and participate in Clinical Business Reviews (CBRs) for assigned accounts, including gathering relevant clinical and operational data, supporting data presentation, and engaging in performance conversations aligning with site strategic priorities with customer stakeholders.

Conduct regular customer site visits to support program adoption, reinforce clinical best practices, and identify opportunities to improve care quality, workflow efficiency, and overall program performance.

Actively engages with case management and discharge planning to enhance patient flow and throughput as appropriate.

Partner with Sales, Service, Clinical, Marketing, and other internal teams to support coordinated customer execution and address customer needs.

Participate in internal escalation processes when customer issues arise, supporting investigation, communication, and resolution in collaboration with internal partners.

Ensures all assigned customers have sufficient consumable inventory to ensure treatment continuity and drives workflow efficiency improvement to drive utilization.

Review, revise, and refine programmatic offerings utilizing the latest research and best practices.

Maintain working knowledge of Outset products, clinical programs, policies and procedures, and apply this knowledge consistently through customer interactions.

Core Competencies

Strategic thinking

Leadership

Relationship building

Decision making

Prioritization

Communication

Talent development

Timely Execution

Business Acumen

Required Qualifications

Bachelor's degree in nursing.

2+ years of dialysis experience or related field

Knowledgeincomplianceregulations and standards.

Strong communicationand leadership skills.

Familiar with developing a business plan and ROI

Familiar with the health system accreditation process.

Familiar with process and quality improvement background

Competent is translating data and analytics into action plans

Ambition to leverage clinical expertise to advance the business objectives

Display enthusiasm, ambition, and a strong work ethic

Must show ability to excel in a high-energy, fast-paced environment

Must be detail oriented with excellent analytical and problem-solving skills

Must thrive in a collaborative, cross functional work environment

Maintain a sense of urgency, work effectively under pressure, and be able to multi-task

Must be goal-oriented and committed to driving initiatives to resolution

Excellent interpersonal skills with the ability to persuade decision makers

Strong work ethic as an individual and on a team

Working knowledge of Word, Excel, and PowerPoint applications.

Must be willing to travel extensively (up to 75%)

Desired Qualifications

Home Hemodialysis experiencestrongly preferred

Direct patient care preferred.

Experience with insourced Tablo dialysis delivery and direct patient treatment on Tablo preferred.

National nursing certification preferred

Nursing leadership experience preferred

BLS & ACLS required. If not upon hire, within the first six months