About Us
Ikerian AG (formerly RetinAI Medical) is a fast-growing medical device software company headquartered in Bern, Switzerland. Our mission is to enable the right decisions sooner in healthcare, through transformative AI & data management solutions for disease screening and monitoring. Join our diverse team of entrepreneurs, developers, researchers, and commercial experts who are collectively shaping the future of healthcare.
Responsibilities
- Together with the CSM Team, analyze customer needs to improve the overall customer experience
- Support with the implementation and improvement of onboarding framework and processes
- Assess Customer Support practices and support the introduction of new practices in tandem with the CS Function/Department
- Support managing and resolving customer requests and complaints
- Support Cross-integration and mediation between customers and the organization
- Support the CSM Lead and Team in the definition of short- to mid-term strategies
- Support documentation and improvement of processes
- Support the ongoing development and creation of user-facing support packages
- Support Customer Feedback collection (PMCF) and analysis
- Support improvement of Customer Feedback collection
- Support efforts for license renewal and customer retention
- Proficiency in German and English is required.
- Min. of 2 years experience in a Relationship/Customer Success/Account Management or supporting 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.
- Presentation skills are also important.
- Ability to work independently and as part of a team.
- Self-motivating and proactive.
Additional Competencies and Characteristics
- Previous experience in a software related CSM/AM supporting role is a significant plus.
- Remote working experience is also beneficial.
- Knowledge of Hubspot is preferred.
- Understanding of medical image analysis and related technologies is advantageous.
- Basic awareness of medical device regulations in the EU (MDR) and the US (FDA) is beneficial but not essential.
- 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 quarter.
- You will play a key role in a growing team, helping to shape the future of customer support at Ikerian AG.
- Opportunities for career advancement and professional development within the company.
