[Hiring] Clinical Customer Success Manager @AIRS Medical Inc

Role Description

We are looking for a Customer Success Manager to be the trusted advisor to our customers. The expected role is to drive business value for customers through the use of SwiftMR, and engage with customers to provide our best practices to maximize the value of our solution.

• Install and configure the MRI enhancement solution at new customer sites, including optimizing MRI scan parameters and integrating with customers' IT infrastructure.
• Provide comprehensive training to customers on product usage to ensure optimal outcomes and satisfaction.
• Address and resolve inquiries related to product performance, image quality, and usage.
• Educate channel partners on product installation, MRI scan parameter setups, and best practices to ensure success.
• Work closely with the Head of Customer Success and Business Development Managers to align sales priorities, drive renewals, and implement customer success strategies.
• Align with the Product Operations team based in Seoul HQ with new version training and rollout timelines, as well as escalating cases and feature requests from customers.

Qualifications

• A BA/BS degree, radiographer qualification, or equivalent professional experience.
• 3+ years as an MRI Application Specialist or Engineer, with expertise in MRI protocol optimization, preferably in a clinical setting.
• Proven ability to troubleshoot and resolve complex technical issues, particularly related to MRI image quality.
• Interest in IT, with a willingness to learn about network and software troubleshooting.
• Demonstrated responsibility and proactiveness in addressing urgent customer inquiries and collaborating with team members to resolve issues.
• Strong verbal and written communication skills in English; proficiency in Italian/French is a significant advantage.
• Passion for staying updated on new technologies and leveraging this knowledge to deliver exceptional customer value.
• An open-minded and creative individual, well-suited to an innovative scale-up environment with the flexibility to adapt to evolving needs.
• Availability to travel primarily within the European region.

Requirements

• Work type: Full time under EOR
• Work from home, with occasional business travel
• Collaborate with team members around the country and the world

Benefits

• Paid Time Off (30 days)
• Onboarding gifts and home office supplies
• Training & Development

Hiring Process

• Document Screening
• Cognitive Assessment
• Competency-based interview (Hiring manager, HR)
• Competency-based interview (Peer interview, HR)
• Culture-fit Interview (CEO)
• Onboarding