Customer Service Representative jobs in United Kingdom

Why join us?

Do work that matters. We’re pioneering AI software that will help diagnose medical images and raise the standard of healthcare for millions of people every day.

Well-funded and global. Annalise.ai has a global presence across APAC, EU and US regions. We’re powered by Harrison.ai (raised Australia’s largest Series B of $129m in 2021).

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

Flexible and remote-friendly working.

Make an 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 big & complex 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, access to LinkedIn Learning, plus opportunities for internal mobility and leadership training to fast-track your career.

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

About Your Role

We are in an exciting phase of rapid growth at Annalise.ai and as we continue to grow, we have identified the need to find a commercially astute Customer Success Manager (CSM) to join us. Your role will involve partnering with our 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 realise 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. The end result is increased product adoption, customer satisfaction and long-term retention.

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.

• 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.
• Work closely with installed base customers for ongoing clinical engagement and support, and identify upsell opportunities for future products.

• Bachelor’s degree level education in Medical Imaging, Healthcare IT or equivalent.
• Good understanding of clinical workflows given prior experience working with clinicians and leadership (executives, C-suite) in a similar healthcare role.
• 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.
• Willing to travel up to 25% of the time for the role as needed.

• 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 medical imaging through AI Technology. Our mission 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.

Annalise.ai was formed in early 2019, powered by Harrison.ai. Since then, we’ve scaled rapidly and we’re focused on creating AI solutions that help radiologists diagnose medical images.

Our first product, the world's most comprehensive AI clinical decision-support solution for chest x-rays, is already made available to 1 in 2 radiologists in Australia and rolling out to hundreds more, globally. This solution is capable of detecting 124 findings and was recently featured in a peer-reviewed publication, Lancet Digital Health journal.

And we’re just getting started.

Help us shape the future of AI in medical imaging. 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. That’s why we’re committed to building inclusive teams that represent a variety of backgrounds and skills. If you need any reasonable adjustments, accessibility assistance or would like to note which pronouns you use at any stage of our hiring process, just contact us at accommodations: people@annalise.ai. We look forward to hearing from you.