Customer Success Manager

Liège

,
Full Time

We’re implementing a market expansion strategy and we’re looking for a Customer Success Manager (CSM) to join our team. As the CSM, you will be in charge of ensuring that our customers understand, properly use, and are eager to have more of the AI solutions in the Osimis’ product portfolio.

You will work closely with cross-functional internal sales, operations, product owners & engineering teams to drive the portfolio’s successful usage. The mission is to convey the value the platform offers to our customers in a straightforward and convincing fashion and to maximize the adoption of the AI solutions in the hospitals.

Osimis is a rapidly growing health tech start-up based in Liège. Our core mission is to transform the way radiologists and other physicians work with medical imaging through the use of artificial intelligence (AI). We integrate AI solutions in clinical workflows, delivering deep and seamless integrations that unlock the full potential of imaging AI for the greater benefit of patients and physicians. We help medical institutions worldwide to grow with our medical imaging automation platform. Our mission is simple: ensuring that our customers aren’t just happy, but delighted to use our service. 

Job Description

Major goals:

  • Successful onboarding of a new customer (from sales to ops)
  • Analyzing customer data to improve customer experience
  • Coordinating product demonstrations for customers
  • Facilitating training sessions for customers
  • Collecting feedback from customers
  • Supporting business growth by ensuring retention and AI-evolution

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close lasting relationships.

Ultimately, you will work both with the internal team and directly with clients guiding them to a successful introduction into the customer’s working environment. You will maintain and ensure their satisfaction throughout the relationship with our customer and explore their needs to apply additional AI solutions. You will work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

A customer success manager bridges the gap between sales and customer support, enhances product value, reduces churn, and keeps a “high-level view” of the support process.

Responsibilities

  • Establish clear client retention goals
  • Monitoring AI-dashboard and calling for respective actions
  • Analyzing current usage of AI-services and internally initiating contract renewals 
  • Building a profile of a customer for the further partnership development 
  • Assist customers with navigating Osimis portfolio
  • Promote the value of product portfolio 
  • Inform the sales team of upsell opportunities
  • Contributing to the customer demonstrations and teaching 
  • Assist in creating customer-facing materials 
  • Coordinating vendors’ training session 
  • Review customer complaints and concerns and seek to improve the customer experience
  • Advocate for customers
  • Foster a customer-centric team environment

Requirements and skills

  • Accountability and personal organization are essential
  • The ability to communicate clearly, to adapt/respond to different types of characters through written and spoken English
  • A proven customer-facing experience either in medical imaging or B2B IT applications
  • At least a Master’s degree
  • Strong ability to foster positive business relationships
  • Positive attitude, willingness to help and solve problems
  • Professional level of English and French
  • Analytical skills
  • Comfortable working in a true startup environment where things can change fast

+1 if you have one or more of the following

  • Proven work experience as a Customer Success Manager or similar role
  • Multiple languages

A few key customer success manager skills and qualifications

  • Proactive problem resolution
  • Leadership skills
  • Empathy
  • Product knowledge
  • Collaboration skills
  • Communication skills
  • Time management
  • Customer intelligence

Benefits & Perks

  • The opportunity to have a major and direct impact on a project that contributes to better and more cost-efficient healthcare for patients all over the world
  • A unique experience in health tech, medical imaging and artificial intelligence 
  • Competitive compensation
  • A stimulating working atmosphere, surrounded by a passionate team of highly driven and competent individuals
  • You will be fully equipped to do your job
  • Flexible working time and possibility to work remotely 
  • Regular team events (restaurants, team building, activities,...)

Our values

  • Customers first
  • Open science is the future of healthcare
  • Think outside the (healthcare) box
  • Make and acknowledge mistakes
  • Be lazy (in the productive sense)
  • Only "no ego" doers
  • The devil is in the details
  • Freedom & responsibility
  • Have fun & be happy

Location

Awesome offices in Val Benoit Liège + Remote

Sound like you?

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