The posting
ABOUT US
Trexo Robotics is enabling mobility by building powered wearable robots. Our first product is a robot for children with movement disorders such as Cerebral Palsy, and it allows kids to walk, in many cases, for the first time in their lives. The device is currently being used by hundreds of families and the best hospitals across North America.
We are constantly working towards building mobility solutions for all. At Trexo Robotics, you will find a flat organization where you can work with highly optimistic, low ego, and exceptionally talented individuals who look forward to solving hard problems.
ABOUT THE JOB
We are looking for a Customer Success Project Coordinator to help us run and improve the operational side of our customer journey.
This is a hands-on role sitting at the intersection of Customer Success, Clinical Operations, and Process Improvement. You'll coordinate the customer journey after a sale, working closely with families, Clinical Specialists, Customer Success Engineers, and internal teams to make sure everything moves smoothly from handoff through onboarding and throughout the customer lifecycle.
You'll also own the operational details behind contracts, renewals, device size upgrades, hardware and software updates, recalls, and other customer programs.
But this role isn't just about keeping existing processes running. You'll also help us build better ones. You'll identify where things are breaking down, figure out why, and create simpler systems, automations, and processes to improve the customer experience and make the team more efficient.
This position is hybrid (3 days in our office in Mississauga).
ABOUT YOU
You are a highly motivated and organized professional who takes full ownership and responsibility for your work, effectively managing your own day and prioritizing tasks to meet deadlines. A quick learner with strong problem-solving skills, you effortlessly navigate new challenges, technical systems, and clinical workflows. Your empathetic approach to client interaction is coupled with excellent communication. Finally, you are detail-oriented and love asking "why" many times until you understand something from first principles.
WHAT YOU'LL DO:
Customer & Clinical Operations
- Coordinate the post-sale customer journey from sales handoff through onboarding and ongoing customer lifecycle activities.
- Coordinate clinical onboarding, including scheduling consultations, check-ins, and other meetings between families and our Clinical Specialists.
- Act as a first point of contact for basic customer questions and administrative support, escalating clinical or technical issues to the appropriate team.
- Keep customer records, communications, and follow-ups organized and up to date.
Contracts & Customer Lifecycle
- Prepare, send, track, and maintain customer contracts, renewals, amendments, and related documentation.
- Coordinate device size upgrades and renewals, managing the administrative and communication workflow from start to finish.
- Coordinate scheduled hardware and software upgrades for devices in the field.
- Support the administrative and tracking side of product recalls and safety notices, ensuring customers are contacted and actions are properly documented.
Process Improvement & Projects
- Identify operational bottlenecks and design better ways of working.
- Own projects such as reducing clinical visit no-shows, automating the renewal and upgrade pipeline, or improving recall tracking.
- Build and maintain systems, workflows, and automations that help the Customer Success and Clinical teams operate more efficiently.
- Measure whether new processes are actually working and drive adoption across the team.
REQUIRED SKILLS AND EXPERIENCE:
- Bachelor’s degree in Health Sciences, Kinesiology, Healthcare Administration, Business, Engineering, or a related field. Equivalent experience counts.
- 3+ years of experience in operations, customer success operations, clinical operations, revenue operations, project coordination, or a similar role.
- Experience owning and improving processes, not just following established procedures.
- Strong organizational and project management skills, with the ability to manage multiple priorities, stakeholders, and deadlines.
- Experience coordinating projects from identifying the problem through implementation and adoption.
- Strong written and verbal communication skills and a genuinely empathetic approach to working with customers and families.
- High attention to detail and comfort working with documentation, contracts, schedules, and customer records.
- Ability to learn new tools and systems quickly and work comfortably in a fast-moving environment.
Nice to Have:
- Experience in healthcare, medtech, medical devices, rehabilitation, or another regulated environment.
- Hands-on skill with no-code and low-code tools such as Airtable, Zapier, Make or n8n. Comfort with formulas, data structures and basic logic is expected, and scripting is a bonus.
- Experience with or interest in the tools we use to streamline operations is a plus:
- Airtable (process tracking & automation)
- Zapier (workflow automation)
- PandaDoc (contract management)
- Notion (internal wiki)
- Stripe / Affirm (payments and financing)
- AI assistants like ChatGPT, Claud (AI automation tools)
Work Authorization: Please note that we are unable to provide visa sponsorship or support work authorization applications. We can only consider candidates who already have the legal right to work in the location they are applying for.
AI in Recruitment: At Trexo Robotics, we use artificial intelligence (AI) tools to support our recruitment process. AI helps with tasks like resume screening, drafting job descriptions, creating interview questions, and occasionally sourcing candidates. Final hiring decisions are always made by our team. Our goal is to use AI responsibly to streamline administrative tasks, improve candidate experience, and maintain fair, unbiased hiring practices aligned with industry standards.
