Customer Success Executive
About this role
Key Responsibilities
- Provide Level 1 and Level 2 customer and product support to DermEngine and MoleScope customers, with particular attention to customers during their first three months.
- Guide new customers through the configuration and setup of DermEngine.
- Project-manage the successful onboarding of new paying customers.
- Ensure customers receive appropriate training and remain actively engaged with DermEngine.
- Promote relevant DermEngine and MoleScope features and benefits to improve customer satisfaction, product utilization, and retention.
- Serve as the first point of contact for inbound customer support requests from Australia, New Zealand, and the wider Asia-Pacific region.
- Assist with support tickets handed over by teams in other regions due to time-zone differences.
- Deliver training sessions for new and existing customers.
- Respond to ad hoc questions and support requests from existing customers.
- Coordinate the logistics of client data migrations.
- Liaise with MetaOptima’s technical team in Vancouver to resolve escalated customer issues.
- Coordinate with the Vancouver Support team as required.
- Occasionally deliver webinar demonstrations to prospective customers.
- Occasionally follow up with existing leads after product demonstrations.
- Complete ad hoc administrative tasks that support customers and the wider business.
About You
You are an organized and confident communicator who enjoys helping customers adopt new technology.You can explain technical concepts clearly, manage several priorities at once, and take ownership of customer issues from initial contact through to resolution.
The ideal candidate will bring:
- Experience in customer success, software support, account management, implementation, or a similar customer-facing role.
- Strong written and verbal communication skills.
- Confidence delivering virtual training sessions and product demonstrations.
Company at a glance
MetaOptima: empowering users with advanced technologies
MetaOptima is a digital health tech company dedicated to revolutionizing the dermatology and skin care industry with affordable, effective and intelligent tools. In order to provide state-of-the-art care, both medical professionals and their patients should be equipped with advanced tools.
We are proud to offer two products designed to enhance the quality of patient care and organization while streamlining services for maximum efficiency: DermEngine and MoleScope. DermEngine is an intelligent skin analytics platform designed to provide medical experts with smart technologies to enhance workflows, organization and communications. MoleScope is a digital dermoscopic attachment for smartphones/tablets that allows users to take medical grade quality images of their skin.
Here at MetaOptima, we take pride in our bold vision to bring digital healthcare and mobile technologies together to save lives and contribute to better health outcomes. We work hard to build a successful company with strong values and sense of community, as well as create jobs and develop tools that make the world a better place for patients, doctors, and businesses.
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