Onboarding & Customer Success Manager

Heidi is on a mission to half the time it takes to deliver world-class care. We believe that in 2050 every clinician will practice with AI systems that free them from administrative burden and increase the quality and accessibility of care to patients across the world. Today, we have a suite of tools that modernise the way patients receive and clinicians provide care. Heidi Scribe transcribes consultations to generate clinical notes, documents and next-step actions. These tools are being stitched into a platform that will define a new mode of providing healthcare.

We’ve recently raised our $10M Series A led by Australia's largest VC firm, Blackbird Ventures and we have an ambitious global go-to-market strategy starting with the US and UK. Therefore we’re hiring a Clinic Onboarding & Experience Specialist to support our international expansion and regional support efforts of our clinical AI product.

What you’ll do:

• Manage the onboarding of new clinics & enterprise groups onto Heidi, and take ownership of the account to ensure an exceptional end-to-end experience

• Develop training and support materials to assist clinicians in their onboarding, and optimising their usage of Heidi

• Serve as a primary point of contact for clinic & their clinicians, providing expert support and guidance

• Coordinate with internal teams to efficiently triage and resolve any product or workflow issues reported by customers, ensuring a seamless user experience.

• Provide chat, phone, and email support to customers to  address inbound queries

• Gather and analyse feedback from customers to inform product enhancements and improvements.

• Conduct check-in calls with customers, offering ongoing support, resources, and best practices to enhance their confidence and proficiency in using Heidi

What we will look for:

• Minimum 3  years of proven experience in customer success, onboarding,  or operations, preferably within the healthcare industry.

• Strong communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders at all levels.

• Proactive problem-solving skills with a customer-centric mindset, dedicated to delivering exceptional service and value to customers.

• Ability to work autonomously with a high level of accountability, managing multiple priorities and driving results in a fast-paced environment.

• Someone who is compassionate, has a great sense of humour, a zest for life,  and is keen to accelerate their career and have fun!

Attitude is more important than experience so if you are a hungry, competitive,  and highly motivated operator who has a knack for problem-solving and building relationships.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

  • We will stop at nothing to improve patient care across the world.

  • We design user experiences for joy and ship them fast.

  • We make decisions in a flat hierarchy that prioritizes the truth over rank.

  • We provide the resources for people to succeed and give them the freedom to do it.