Customer Success Manager | UAE | Medical Imaging

Harrison.ai; United Arab Emirates; On-site; USD 60,000 - 90,000; Full time

Job summary

Harrison.ai is seeking a Customer Success Manager to support the expansion of their AI healthcare solutions across the Middle East. This role involves ensuring customer satisfaction, onboarding new clients, and collaborating with various internal teams to drive success. Ideal candidates will have a background in Medical Imaging or Healthcare IT, strong communication skills, and a passion for improving healthcare outcomes.

Benefits

Flexible and remote-friendly working

$1000 personal L&D budget

16 weeks gender-neutral paid parental leave

$10,000 support for egg or sperm freezing

Qualifications

• Good understanding of clinical workflows from experience with clinicians.
• Technical proficiency with medical imaging IT systems.
• Willingness to travel up to 50% of the time.

Responsibilities

• Ensure customer satisfaction with Annalise.ai products.
• Design and deliver customer onboarding and training.
• Collaborate with internal teams for customer success.

Skills

Communication

Negotiation

Interpersonal Skills

Data Analysis

Results Driven

Education

Bachelor's degree in Medical Imaging or Healthcare IT

Tools

PACS/RIS software

Salesforce

Job description

Why join us

???? Do work that matters. We're pioneering AI technologies that help raise the standard of healthcare for millions of people every day.

???? Well-funded and global, backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital and Horizons Ventures. Harrison.ai's total capital raised to date exceeds US$240 million.

???? Work with a bunch of awesome, genuine people who are passionate about what they do.

???? Flexible and remote-friendly working

????Make a real impact. You won't be another cog in the wheel here. We give full trust and autonomy for you to be heard, to work on the big hairy projects and to make a real difference.

???? Grow your career with us. We're big believers in lifelong learning. You'll be given a $1000 personal L&D budget, plus opportunities for internal mobility to grow your career.

???? Market-leading parental support including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing.

About Your Role

As a Customer Success Manager (CSM) at Annalise.ai, you partner with sales and services teams to lead customer engagements for the planned expansion of our company and our sales strategies across the Middle East as new customers are onboarded and new products are brought to market.

The CSM role is responsible for ensuring our customers realize true value from the Annalise.ai portfolio of products.

The CSM will use Annalise's innovations and technologies to help achieve the customer's goals and solve their needs - driving greater value across multiple domains including clinical, operational and financial. This multifaceted customer facing role will see you become a trusted advisor, partnering with customers in the pre-sales phase and then providing on-going clinical, technical and commercial engagement post-sales.

As part of our Commercial team, this role will see you collaborate and build strong relationships across a wide range of internal and external stakeholders. In particular, you will work closely with our sales and presales solution, professional services, marketing and product management teams.

Through joining our exciting, agile and fast-growing organisation you will be given the autonomy and rare opportunity to truly make your mark on our commercial sales evolution and help us establish ourselves globally with a strong client base. In doing so, you will play a vital role in helping us achieve our goal of scaling medical predictions globally to improve patient outcomes and make a positive impact for the world.

What You'll Do

• Ownership and responsibility for customer satisfaction with Annalise.ai products and services,
• Design, develop and deliver customer onboarding and training of new releases, upgrades and / or versions (changes) to ensure the most effective use of the Annalise Enterprise products,
• Design, develop and deliver change management initiatives in collaboration with internal stakeholders like Marketing and Product Management,
• Understand customer workflow, provide clinical support to projects in implementation, including end-user application training, customer adoption and success,
• Conduct customer discovery in a consultative manner, developing statements of work and success criteria as part of presales engagements and partnering with customers to help achieve their business goals,
• Develop customer success plans post sale to ensure we deliver on the customer's business goals and achieve maximum value from their Annalise.ai investment,
• Work closely with installed base customers to identify cases which highlight the benefits of Annalise Enterprise solutions, forming the basis of case studies developed in collaboration with marketing teams ,
• Collaborate with our Product Management team to gather customer insights and feature requests that will guide product roadmap changes, and
• Work closely with installed base customers for ongoing clinical engagement and support, and identify upsell opportunity for future products.

What You Bring

• Bachelor's degree level education in Medical Imaging or Healthcare IT.
• Good understanding of clinical workflows given prior experience working with clinicians and leadership (executives, C-suite) in a similar healthcare role (radiology technician or radiographer).
• Technical proficiency with medical imaging IT systems (i.e. PACS/RIS software, DICOM/HL7 standards).
• Highly developed communication, negotiation and interpersonal skills.
• Experience with survey tools, data analysis and reporting.
• Results driven and collaborative team player.
• Based in UAE or able to be based in UAE.
• Willing to travel up to 50% of the time for the role as needed.

Nice To Have Skills (But Not Essential)

• Previous experience in Clinical Applications, Customer Success Experience and/or Sales within the healthcare industry.
• Formal qualifications including project or change management certifications; and/or
• Previous experience with Salesforce.

What We're About ?

We're problem solvers, redefining what's possible in healthcare through AI Technology. Our mission is to urgently scale global healthcare capacity, using AI automation to elevate the care clinicians can provide. The end goal is to raise the standard of healthcare for millions of patients every day.

Yes, we're a technology company and yes, we're leveraging the latest AI technologies, but people are at the heart of everything we do.

Since 2019, Harrison.ai and its ventures have scaled rapidly to 200+ employees worldwide with Harrison.ai's total capital raised to date exceeding US$240 million. Our AI software has helped to create more lives through IVF, as well as enabling faster, more accurate diagnosis of medical images via our Annalise.ai suite of products. Soon, we'll be helping with early cancer detection in pathology though our newest joint venture, Franklin.ai.

And we're just getting started. A role with Harrison.ai means you'll be a part of our unique model giving you access and opportunity to do impactful work across a range of healthcare domains. Help us shape the future of AI in healthcare. And most importantly, help us make a real difference in people's lives.

What's next

If you're inspired by what we're up to, please apply now and we'll be in touch soon. ?

We are proud to be an Equal Opportunity Employer. Diversity's not a buzzword here, it's in our DNA. Diverse perspectives shape our culture and make our work better. We're committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.