As a Customer Success Specialist for USA & LATAM, you will be the main point of contact for our customers throughout their journey with FotoFinder - from onboarding through renewal and growth. You'll work closely with Sales, RND and Product teams to ensure smooth, positive experience with our medical devices and SaaS platform.
Your responsibilities
- Own the onboarding process for new customers, guiding them through setup and first use of our mobile and stationary imaging systems and software.
- Conduct regular account health checks to monitor customer satisfaction, product adoption, and usage, proactively identifying risks before they become issues.
- Manage escalations end-to-end, coordinating with internal departments (Support, Product, Sales, and Service) to resolve customer concerns quickly and effectively.
- Collaborate closely with other departments to ensure customer-facing processes run smoothly and consistently.
- Identify upsell and cross-sell opportunities within your customer portfolio and generate qualified sales leads for the sales team.
- Manage contract extensions and upgrades for both mobile and stationary product lines, ensuring timely renewals.
- Prepare for and participate in regular business reviews with customers, presenting account performance and identifying opportunities for growth.
- Maintain accurate and up-to-date records in our Customer Success platform and customer database.
- Contribute to the design and documentation of new processes, procedures, and campaigns.
What You Bring
- Experience in a customer success, account management, or key account role, ideally in a SaaS, medical device, or healthcare technology environment.
- Solid technical understanding, with the ability to quickly grasp complex medical devices and software and explain them clearly to customers.
- Excellent communication and organizational skills, with a customer-first mindset and the ability to manage multiple accounts and priorities at once.
- A proactive and solutions-oriented way of working, especially when handling escalations.
- Skilled in complaints management and de-escalation, staying calm and professional to resolve difficult customer situations effectively.
- Strong collaboration skills, working effectively across technical, sales, support, and product teams.
- Good product understanding paired with a commercial mindset - comfortable discussing technical details as well as spotting upsell and sales opportunities.
- A relationship-building and growth mindset, continuously looking for ways to strengthen customer relationships and improve ways of working.
- Good understanding of data and statistical analysis, with the ability to interpret account data and identify potential opportunities.
- Comfort working with CRM or Customer Success software and maintaining clean, reliable data.
- Fluent English required; German language skills are a strong plus.
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