Clinical Customer Success Manager (EMEA)

As a Clinical Customer Success Manager at AIRS Medical, your responsibilities revolve around being a trusted advisor for our MRI image enhancement solutions. You'll install and configure systems, provide comprehensive training to ensure optimal product usage, and troubleshoot any technical issues that arise. Moreover, you will collaborate with various teams to align customer success strategies and enhance customer satisfaction across Europe, Africa, and the Middle East.

To succeed as a Clinical Customer Success Manager at AIRS Medical, you need a BA/BS degree or a radiographer qualification along with at least 2 years of experience as an MRI Application Specialist or Engineer. Your background should include expertise in MRI protocol optimization and the ability to resolve complex technical issues. A strong understanding of IT networks is beneficial, as well as excellent communication skills in English, with proficiency in German being an advantage.

At AIRS Medical, we believe in continuous learning and professional development for our team members. As a Clinical Customer Success Manager, you will have access to various training opportunities to enhance your understanding of our innovative MRI solutions and keep updated on the latest technologies. This not only empowers you to offer exceptional value to our customers but also supports your personal career growth within our dynamic scale-up environment.

In the role of Clinical Customer Success Manager at AIRS Medical, you can expect travel primarily within the DACH region. While most of your work can be done remotely, there will be occasions where you may travel to other EMEA countries and possibly South Korea to engage with clients and support the implementation of our MRI solutions.

As a Clinical Customer Success Manager at AIRS Medical, being open-minded and creative is essential. You will thrive in our innovative environment if you're adaptable to changing needs and possess a proactive approach to problem-solving. Strong communication skills and the ability to build trust with clients will allow you to succeed in this collaborative role.

When answering this question, provide specific examples of how you've worked with MRI technology and what protocols you've optimized. Discuss any measurable results you achieved, such as improved image quality or reduced scan times, and highlight your technical expertise in resolving any related issues.

Share your training methodology, emphasizing how you tailor your training sessions to the users' experience level. Discuss any interactive training strategies you employ to keep the material engaging, and explain how you assess understanding and provide ongoing support after the initial training.

In your response, outline a step-by-step approach to troubleshooting the issue. Highlight your proactive communication with the customer, your method for diagnosing the problem, and how you would collaborate with technical teams to resolve the problem efficiently while ensuring customer satisfaction.

Discuss your understanding of customer success metrics and how you would gather feedback to continuously improve service delivery. Mention strategies such as regular check-ins with customers, proactively addressing potential issues, and sharing success stories to demonstrate value.

Explain your commitment to continuous learning and professional development. Discuss any specific resources you use such as industry publications, online courses, or professional conferences, and how you implement new knowledge to enhance customer experiences effectively.

Use the STAR method to describe a specific situation where teamwork led to success. Explain the goal, your role, the actions you took to collaborate effectively, and the positive outcome that resulted from your collective efforts.

Discuss your skills in time management and organizational abilities. Explain how you assess inquiries based on urgency and impact, and your approach to maintaining effective communication with customers about their concerns while ensuring that all matters are addressed promptly.

Express your passion for healthcare technology and your alignment with AIRS Medical's mission. Discuss specific aspects of the role that excite you, such as the opportunity to enhance patient experiences or work with cutting-edge MRI technology, and how your personal values resonate with the company culture.

Highlight your understanding of customer success principles, along with past experiences where you successfully implemented these strategies in a tech setting. Discuss how you measure success through customer engagement and satisfaction, and how you adapt strategies based on customer feedback.

In your response, show your awareness of potential challenges such as rapid technological changes or diverse customer needs. Share strategies for overcoming these challenges, such as staying adaptable, seeking mentorship, or building relationships within the organization to harness the necessary resources.