Customer success manager

About this role

This position focuses on championing customer centric solutions and outcomes. You will work closely with engineering, operations, sales and support teams to understand and resolve customer issues. You will have a strong understanding of our customers’ business objectives, and the ability to identify and articulate how our solution supports achievement of customers’ strategic goals.

Responsibilities

  • Become a client advocate and product specialist.
  • Identify at-risk accounts, and take appropriate action and/or escalate as needed.
  • Identify and develop cross-sell opportunities.
  • Work with Operations to ensure smooth onboarding of new customers.
  • Regularly monitor customer health, and communicate results with Account Managers, when necessary.
  • Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders.
  • Review client requests with operations, technical support, or engineering and take action as necessary.
  • Schedule and conduct regular reviews with clients and communicate results.
  • Develop, prepare, and nurture customers for advocacy.

We are looking for

  • BSc in science or engineering, preferably Msc
  • Experience with data analysis, knowledge in statistics and/or in the medical imaging domain is a plus.
  • Previous experience in a similar role as a Product Support Manager, project manager or Customer Operations Manager.
  • Experience interfacing directly with clients, preferably at the executive level.
  • Experience with SaaS products, experience in a high tech company is preferable.
  • Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
  • Excellent verbal and written communication skills (in English), additional language is a plus.
  • Energetic, motivated and self-driven.
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