🌍 Making every move matter
At ViCentra, we’re on a mission to redefine what’s possible in diabetes care. We combine technological innovation with human-centered design to empower people with more freedom, confidence, and life on their terms. Our values: Be Bold, Build Trust, Focus on the Customer and Deliver Excellence drive everything we create and every decision we make.
We believe that when ambition meets purpose, remarkable things happen. If you thrive in a space where ideas accelerate, challenges spark growth, and making a difference is the goal, ViCentra is your next great adventure. 🚀
Your impactThis role is one of the most critical in shaping Kaleido’s success. You will own the customer journey end‑to‑end for current customers, defining how users experience our product from onboarding to years of daily use. Your work supports retention, renewals, and satisfied Kaleido users who can focus on living their life with freedom. ViCentra is preparing to hyperscale from thousands to tens of thousands of users, and you will own and shape the full customer experience.
You will lead the way in digitizing the customer experience to create customer delight. You will design and implement solutions that ensure training, onboarding, troubleshooting, and support are delivered at scale, while staying true to the Kaleido experience: simple, intuitive, and positive. This central role involves collaboration with R&D, Commercial, Operations, QARA, and external partners. From designing digital onboarding solutions to creating scalable training materials, your mission is to ensure Kaleido is not just a medical device, but a differentiated and loved user experience.
What you’ll take onIn your role, you will:
- Lead the customer journey success for current and expansion markets, ensuring consistency, regulatory compliance, and local adaptation.
- Define and deliver the end-to-end Kaleido user experience, from training, onboarding, and troubleshooting to long-term retention.
- Translate customer insights, user journeys, and regulatory needs into product requirements and scalable solutions.
- Develop and implement digital onboarding and troubleshooting tools that fit multiple distribution models across countries.
- Create, manage, and continuously improve training materials that comply with regulatory requirements (MDR/FDA) and meet user and partner needs.
- Act as the voice of the customer, ensuring product and service decisions reflect real-world user experience.
- Collaborate closely with QA/RA to balance compliance with simplicity and usability.
- Own relationships with external vendors and agencies, assessing solutions with a critical and business-savvy mindset.
- Develop tools and environments that enable distributors, partners, and trainers to onboard thousands of users efficiently.
- Use data (quantitative and qualitative) to measure customer success outcomes (NPS, retention, drop-out rates) and adjust strategies accordingly.
- Align product-related customer experience initiatives with commercial and strategic expansion goals.
- Strong track record in product management with at least 8–10 years’ experience in customer-centric product roles.
- Proven expertise in medical devices, healthcare, or highly regulated industries. Diabetes experience is a major plus.
- Demonstrated success in creating training and troubleshooting environments that scale.
- Skilled at managing cross-functional stakeholders and navigating complex requirements between commercial, regulatory, and technical teams.
- Comfortable working hands-on in a scale-up environment, balancing strategy with execution.
- Strong customer empathy, with a clear passion for improving patient and user experience.
- Exceptional communicator, able to distill complex technical and regulatory challenges into simple, user-friendly solutions.
- Experience engaging and managing external vendors/partners.
- Business-savvy judgment; ability to make the right calls in ambiguous situations.
Working at ViCentra means joining a team defined by:
- Courage to create: We experiment, challenge norms, and learn fast.
- Trust above all: Integrity, honesty, and openness shape our relationships.
- Customer-first mindset: Every idea is measured by the impact on those we serve.
- A drive for excellence: We hold ourselves to the highest standard because lives depend on it.
- Our days move fast, fueled by curiosity, diverse perspectives, and a love for collaboration. Here, you can shape and be shaped by groundbreaking work in MedTech.
- Harness your talent for a mission that truly matters.
- Enjoy creative freedom, supportive teamwork, and room to lead initiatives.
- Make a direct impact in people’s lives, today and into the future.
- Be surrounded by innovators who challenge and cheer you on.
We believe a powerful team is built on unique backgrounds and points of view. If this opportunity excites you but you’re unsure if you fit every bullet, we want to hear your story. At ViCentra, it’s your potential and passion that catch our eye.
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