JOB SUMMARY
We are seeking a technically savvy and highly organized Customer Success Associate to support the Quicktome platform and its customers.
In this primarily remote role, you will manage service inquiries, troubleshoot and triage customer issues, assist with implementations, and support pre-sales activities while ensuring customer concerns are handled accurately and efficiently.
Working closely with Product, Engineering, Sales, and clinical teams, you will play a key role in driving customer success, product adoption, and strategic growth while gaining valuable experience in the medical device and imaging industry.
ABOUT OMNISCIENT
Omniscient (o8t®) is the world leader in using AI to decode the human brain—a field known as connectomics. Our mission is to improve the lives of billions through connectomics. Today, Omniscient’s connectomic analysis platform, Quicktome®, generates personalized, patient-specific maps of an individual’s brain networks, or connectome. These critical insights inform prognosis and planning across neurologic conditions, from cranial surgery and neuro-oncology to stroke and beyond. Tomorrow, Omniscient is poised to revolutionize brain health and help conquer conditions such as Alzheimer’s disease and depression through truly personalized brain medicine.
Our products deliver these insights with enterprise-grade efficiency and usability, enabling broader access to vital subject-specific neurological insights.
Since founding, we have grown exponentially and achieved several world firsts with the development of the world’s first connectomic neurosurgical planning and visualization platform to be cleared by regulatory bodies. Omniscient recently expanded its product offering to include the first FDA-cleared neurological planning and visualization tool using resting-state fMRI, opening up new horizons for clinicians to assess brain connectivity and function in cases such as brain surgery, stroke, disorders of consciousness, and oncology.
With continued development, we intend to improve the lives of billions with both medical and non-medical products and services that drastically change how the human brain is understood, treated, and even enhanced.
RESPONSIBILITIES:
- Ticket Management: Triage, tag and assign incoming tickets in HubSpot Service Hub.
- Data Integrity: Accurately record customer complaints and feedback in the CRM.
- SOP Execution: Follow and improve processes to ensure a consistent customer experience.
- Communication: Respond to customer enquiries clearly, professionally and empathetically via email and chat.
- Issue Resolution: Escalate technical issues to Tier 2 while maintaining ownership of the customer experience.
- Customer Success: Track Customer Success Plans, utilisation, adoption and engagement metrics.
KEY REQUIREMENTS:
- Experience: 0-2 years’ experience in a customer-facing role.
- Experience using ticketing systems in customer support, retail or administration is desirable, preferably within the medical industry.
- Bachelor’s degree in Science, preferably majoring in Biology, Neuroscience, Biomedical Science or a health related field.
Highly Desired:
- Medical Imaging Experience: Background in medical imaging, healthcare technology, or a related field preferred.
- Technical Proficiency: Experience with HubSpot, Salesforce, Zendesk, or similar CRM platforms.
- Detail-Oriented: Strong focus on accuracy, organization, and process adherence.
- Communication & Writing: Ability to simplify technical concepts and communicate effectively with both technical and clinical audiences.
- Problem Solving: Resourceful, adaptable, and comfortable navigating evolving technologies.
- Self-Starter: Able to work independently while collaborating effectively with cross-functional teams.
PERKS & BENEFITS:
- Competitive salary based on experience
- Employee Share Option Plan
- Flexible and remote working - we value work-life balance
