Customer Success Manager

Description:

As a Customer Success Manager (CSM) at Annalise.ai your role will involve partnering with our sales and services teams to lead customer engagements. As new customers are onboarded and new products are brought to market, you will play a large role in the planned expansion of our company and our sales strategies across ANZ.

In this role, you are responsible for ensuring our customers realise true value from the Annalise.ai suite of products. You will use Annalise.ai’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 departments. This multifaceted customer facing role will see you become a trusted advisor, partnering with customers in the pre-sales phase, then providing on-going clinical, technical and commercial engagement post-sales. The result is increased product adoption, customer satisfaction and long-term retention.

As a member of the Commercial team, this role will see you collaborate and build strong relationships across a wide range of internal and external stakeholders. You will work closely with our sales and presales solutions, professional services, marketing and product teams.

Through joining our exciting, agile and fast-growing team – you will be provided with the autonomy and rare opportunity to truly make your mark on Annalise.ai's commercial growth, helping to establish Annalise.ai globally with a strong client base. In doing so, you will play a vital role in helping us achieve our mission of scaling medical predications globally to improve patient outcomes and make a positive impact for the world

What you'll do:

• Own and drive customer satisfaction for 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,
• Understand customer workflows and 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 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

Your Skills:

• Demonstrated experience in Clinical Applications, Customer Success Experience and/or Sales within the healthcare industry,
• 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),
• Experience with survey tools, data analysis and reporting,
• Willing to travel up to 25% of the time within the ANZ region for the role as needed.