Clinical Customer Success Manager (EMEA)

✅ About AIRS Medical

Our client is a thriving international scale-up backed by robust funding. They have developed an innovative AI-driven MRI solution that reduces scan times by up to 50% without compromising image quality. This groundbreaking technology significantly enhances the patient experience. Currently operating in Asia and the US, their product received EU approval in 2024, and they are now rapidly expanding across Europe. To support this growth, we are seeking an energetic Customer Success Manager with a passion for MRI and customer success.

✅ Job Description Summary

As a Customer Success Manager, you will act as a trusted advisor and MRI expert for customers across Europe, Africa, and the Middle East, with a strong focus on the DACH region. Your mission will be to work closely with customers to implement our cutting-edge MRI image enhancement solution, ensuring smooth integration with their MRI systems while delivering measurable business value. Your expertise will empower customers to maximize the benefits of accelerated MRI scans, achieving enhanced image quality and resolution using our innovative technology.

🚩Roles & Responsibilities

Product Implementation

• Install and configure the MRI enhancement solution at new customer sites, including optimizing MRI scan parameters and integrating with customers' IT infrastructure.

Customer Training and Support

• 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.

Channel Partner Enablement

• Educate channel partners on product installation, MRI scan parameter setups, and best practices to ensure success.

Strategic Collaboration

• Work closely with the Head of Customer Success and Business Development Managers to align sales priorities, drive renewals, and implement customer success strategies.

🎯Qualifications

Educational Background

• A BA/BS degree, radiographer qualification, or equivalent professional experience.

Experience & Expertise

• 2+ 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.

Technical Interest

• Interest in IT, with a willingness to learn about network and software troubleshooting.

Problem-Solving Skills

• Demonstrated responsibility and proactiveness in addressing urgent customer inquiries and collaborating with team members to resolve issues.

Communication Skills

• Strong verbal and written communication skills in English; proficiency in German is a significant advantage.

Continuous Learning

• Passion for staying updated on new technologies and leveraging this knowledge to deliver exceptional customer value.

Personal Attributes

• An open-minded and creative individual, well-suited to an innovative scale-up environment with the flexibility to adapt to evolving needs.

Willingness to Travel

• Availability to travel primarily within the DACH region, with occasional trips to other EMEA locations and South Korea.

Preferred Requirements

• Location: South Germany

🤝 Work Conditions and Environment

• Work type: Full-time
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work from home, with occasional business travel
• Collaborate with team members around the country and the world

🏃‍♀️ Hiring Process

• Screening
• Competency-based interview (Hiring manager)
• Competency-based interview
• Culture-fit Interview
• Onboarding