Customer Success Manager - Software

About Us

Ikerian AG is a leading producer of a cloud-based data management platform designed for the analysis of medical images using advanced AI algorithms. Our platform is classified as a medical device, complying with stringent regulations in both the EU and the US. We are dedicated to improving healthcare outcomes through innovative technology and exceptional customer service.

Job Description

We are looking for an enthusiastic and strategic Customer Success Manager to join our team. This role is pivotal in ensuring our customers derive maximum value from our platform, leading to high levels of satisfaction, retention, and growth. As part of a growing team, this position offers the unique opportunity to help shape the future of the role alongside the Customer Success Coordinator/Team Lead. The CSM will initially handle a small number of accounts as they learn the product and software offerings and may gradually increase their portfolio of clients over time.

Requirements

These include but are not limited to:

• Product Onboarding and Comprehension
  • Deliver comprehensive product onboardings to new clients showcasing the capabilities and benefits of our platform.
  • Understand the products in the context of the intended use case and work of clients and support clients with their desired goals.
  • Develop and refine onboarding processes to facilitate customer adoption and satisfaction as well as actively manage clients’ use of the platform post onboarding
• Customer Support, Analysis and Continuous Improvement
  • Establish and maintain best practices for Customer Support throughout the user journey and coordinate internally with the Customer Support Teams to ensure smooth management and resolution of Support Requests.
  • Analyze customer needs and feedback to continually enhance the overall customer experience.
  • Identify and implement improvements in onboarding frameworks and processes to ensure a smooth customer journey.
• Customer Request, Complaint Management and Internal Cross-Collaboration
  • Lead and assist in managing and resolving customer requests and concerns promptly and effectively.
  • Act as a mediator between customers and the organization to address barriers, issues and ensure optimal customer satisfaction.
  • Collaborate with various departments within the organization to ensure seamless communication and integration of customer needs and feedback.
• Upselling and Customer Advocacy
  • Identify and create upselling opportunities to enhance the value provided to customers.
  • Measure customer advocacy through NPS surveys, external reviews, referrals, and other feedback mechanisms.
• Feedback and Product Development
  • Proactively provide feedback to product design and development teams based on customer interactions and insights.
  • Support the continuous improvement of the platform by advocating for customer needs and preferences.
• Customer Lifetime Value
  • Maximize the lifetime value of customers through renewals and expansion of services.
  • Develop, implement and execute strategies to ensure customer retention and loyalty.
  • Ensure product value for clients while developing long standing commercial relationships.

Core Competencies and Characteristics

• Proficiency in English is required.
• Min. of 3 years experience in a Key Relationship/Customer Success Management Role
• Familiarity with cloud-based platforms and AI technologies.
• Google Suite proficiency as well as Microsoft Office.
• Experience in working with a CRM System.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Self-motivating and proactive.

Additional Competencies and Characteristics

• German language skills are a significant plus.
• Previous experience in a software related CSM role is a plus
• Understanding of medical image analysis and related technologies is advantageous.
• Knowledge of Hubspot is preferred.
• Basic awareness of medical device regulations in the EU (MDR) and the US (FDA) is beneficial but not essential.
• Remote working experience is also beneficial.

Benefits

• This role is remote, but candidates must be available to work during Central European Time (CET) business hours.
• This role may require occasional travel, though not expected to require more than one on-site visit to a client per month.
• You will play a key role in a growing team, helping to shape the future of customer success at Ikerian AG.
• Opportunities for career advancement and professional development within the company.