About the job

Department: Program Management

Hiring Manager: Director, Program Management

Job Purpose: Amalgam is seeking a Customer Product Localization and Success Manager to oversee the adaptation and maintenance of a SaMD within diverse global markets, ensuring it resonates with local audiences through localization strategies and metrics analysis.

This person must be both a strategic and execution-minded partner for our global enterprise customers at every stage of the process, creating positive customer relationships and building loyalty to ensure long-term customer retention. Additionally, they will ensure product fit and compliance within global markets, drive customer adoption and value, gather customer feedback, identify product gaps and opportunities and secure renewals.

The ideal candidate will have experience working with large corporate pharmaceutical or medical device customers, regulatory/legal/privacy knowledge, strategic acumen, operational proficiency, a working knowledge of the healthcare ecosystem, and a growth-oriented mindset.

This role is responsible for doing the work, defining the influence plan, and building the playbook for product localization and success within Amalgam’s cross-functional core team. In this role you will make an impact, deliver success, and create value for our customers. Cross-team coordination, effective communication, presentation, and stakeholder management skills are required.

This is a fully remote position reporting to our Director, Program Management.

Position Type:

Location:

Responsibilities and Duties:

ocalization Strategy & Planning:Develop and implement localization strategies for new and existing global healthcare and wellness markets.
Work with external vendors to conduct market research to understand cultural nuances and linguistic requirements in target markets.
Work with internal and customer team members to understand and develop plans to ensure regulatory and legal compliance.
Define localization scope, objectives, budgets, and timelines.

Project Management:Manage localizations from start to finish, including translation, adaptation, and testing.
Coordinate with internal teams (product, clinical, regulatory, legal, engineering), external vendors (translation and localization services) and external customers.
Identify and mitigate risks to ensure successful project delivery.

Quality Assurance:Ensure the quality and accuracy of localized content, including translations, visuals, and cultural appropriateness.
Conduct thorough testing of localized products to identify and resolve issues.

Customer Success:Support customers in understanding the localized product by providing training, documentation, and other resources.
Monitor user feedback and identify areas for improvement in the product or localization process.
Collaborate with the product team to ensure the product meets the needs of global market users.
Demonstrate a strategic command of the customers' experience with Amalgam, linking Amalgam initiatives to the customers’ key business objectives.
Alongside the Program Director, develop the strategy to enable a deep understanding of customer needs and goals and to ensure that Amalgam and the customer have a shared definition of success.

Communication & Collaboration:Maintain clear, consistent, and collaborative communication with stakeholders throughout the project lifecycle.
Effective verbal and written communication with a variety of external stakeholders and strong stakeholder management.
Facilitate collaboration between internal teams, external vendors and external customers.

Data Analysis & Reporting:Track and report on project performance metrics and outcomes.
Analyze data to identify trends and opportunities for improvement.
Drive the active use of customer reports that provide evidence of Amalgam’s value delivery (e.g. user engagement, utilization, clinical impact and customer ROI).

Relationship ManagementEstablish professional relationships and trusted advisor status with key customer stakeholders.
Grow and cultivate relationships with external customers by understanding their needs and business objectives.

Customer Adoption and ExpansionEnsure customer renewals and identify expansion opportunities.
Identify opportunities to upsell additional features and services within Amalgam portfolio.

Required Skills and Qualifications:5+ years of product management, customer success, or customer success experience dealing specifically with localization of digital solutions in the pharmaceutical and/or medical device or healthcare SaaS industries.
Sales experience is a plus.
Accountability, personal organization, and self-driven workstyle is essential.
Exceptional ability to communicate in English and foster positive relationships.
Working knowledge of approaches and challenges of building and maintaining SaMD product(s) and service(s).
Experience in managing culturally diverse customer teams.
Demonstrated ability to work cross-functionally in a fast-growing company where change is the norm.
Growth mindset focused on retaining customers and creating opportunities to expand beyond current services.
Native or Strong professional English written and verbal communication skills to articulate a compelling value proposition, deliver insights, and manage difficult conversations.

Knowledge & Experience:

Startup experience, in healthcare is a plus.
Familiarity using Microsoft Teams, Microsoft Suite, Google suite.
International experience working across multiple European countries and multiple continents.

Required Education:A bachelor’s degree in business, science, or healthcare or comparable work experience as a Localization Manager, Product Manager, Product Owner and/or Customer Success Manager.

Compensation:

Company Overview:At Amalgam Rx, our mission is to empower patients and providers to make the best decisions possible - in the provider workflow and in patients’ everyday lives. Through a suite of EHR Solutions and a modular SaMD platform powered by medical-grade AI, Amalgam enables the leading life sciences companies, health plans, and provider organizations to collaboratively reimagine healthcare and create lasting change across the ecosystem.

We blend art, science, and technology to create and distribute exceptional – often regulated - digital products, including digital medicine, patient identification, clinical decision support, clinical trial recruiting, and more. Our modular platform enables rapid solution creation and is directly integrated in the EHR workflow - allowing for rapid scale across health systems and around the world. Today, Amalgam's algorithms and applications support nearly 10 million patients across 4 continents and have helped providers make over 50 million decisions.

We seek brilliant minds and passionate individuals to help us realize our vision and continue our rapid growth. We challenge each other, learn from each other, work hard, and have fun together. You’ll come to work every day with an opportunity to break new ground, and if you believe in the limitless potential of digital health, you’ll love the team.

Amalgam Rx

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