[Hiring] Clinical Customer Success Manager @ConcertAI

Role Description

ConcertAI is a launchpad for the next generation of innovation. Our TeraRecon product suite is the market leader for advanced visualization and artificial intelligence technology in the healthcare industry. Our mission to continuously innovate ahead of market demand would not be possible without a talented, enthusiastic, and genuine team.

As a strategic member of our sales team, you will have a major impact on our success. As a Clinical Success Manager, you will be responsible for:

• Collaborating on sales strategies
• Identifying customer challenges
• Crafting a message that speaks to relevant, differentiated value

The position is remote with employees based in Sydney, AUS.

Responsibilities

• Customer Relationship Management:
  • Cultivate and maintain strong relationships with assigned clinical customers
  • Understand customer needs, challenges, and goals
• Training and Onboarding:
  • Facilitate training sessions and onboarding for new users of TeraRecon software
  • Train clinicians on imaging post-processing techniques and available AI
• Performance Monitoring:
  • Track and analyze customer engagement metrics
  • Maintain communication with customers about adoption trends
• Issue Resolution and Support:
  • Serve as a point of contact for customer inquiries
  • Review customer complaints and concerns
• Churn Prevention and Retention:
  • Establish clear retention goals and process milestones
  • Proactively identify at-risk accounts
• Customer Engagement Initiatives:
  • Enable successful rollout of TeraRecon to customers
  • Promote an energetic fan base for TeraRecon products
• Cross-Functional Collaboration:
  • Collaborate closely with sales to support pilot customers
  • Work with product management and engineering teams
• Market Insights and Competitive Analysis:
  • Travel to customer sites, trade shows, and symposia
  • Gather and document customer feedback
• Process Improvement:
  • Optimize existing processes within the company
  • Design and configure workflows for TeraRecon products
• Health Checks and Business Reviews:
  • Perform routine health checks and business reviews
  • Check in with sites after training
• Resource Management:
  • Marshall resources across the TeraRecon organization
  • Work closely with project managers
• Documentation and Reporting:
  • Log all information into required systems
  • Deliver and communicate ROI for clients
• Event Representation and Networking:
  • Represent TeraRecon at industry events
  • Conduct presentations and demonstrations to prospective customers
• Enhanced Data Analysis and Insights:
  • Leverage strong analytical skills to analyze customer data
  • Conduct regular health checks and sentiment analysis
• Customer Advocacy and Feedback Loop:
  • Represent the voice of the customer in internal discussions
  • Collaborate with product management to integrate feedback

Qualifications

• Requires 8+ years of hands-on CT/MR Background with ARRT Certification
• Requires 2+ years of education and/or clinical applications trainer experience in advanced visualization or medical AI
• Ability to demonstrate value versus features and functionality
• Complete understanding of the workflow, needs, and challenges in medical imaging organizations
• Experience on stage, in webinars, and presenting to large audiences
• Exceptional communication skills
• Ability to establish credibility with executives and clinical influencers
• Experience building and maintaining relationships
• Strong ability to articulate technology concepts
• Ability to prioritize and perform tasks outside comfort zone
• Positive attitude, high emotional intelligence, and resilient character
• Results-driven sales mindset and sense of urgency
• Strong work ethic and self-starter
• High degree of passion, energy, drive, and willingness to travel up to 50-65%

Education

• Bachelor’s Degree in Radiography/Imaging required
• CT or MR post-graduate certification or equivalent experience required
• Master’s degree in business or healthcare related field desirable but not required

Salary

• Salary depending on qualifications and experience
• Excellent Commissions’ Structure and benefits are in place