Regarding the position 
Concerning Us 
With its headquarters located in Bern, Switzerland, Ikerian AG (previously RetinAI Medical) is a rapidly expanding medical device software firm. Our goal is to use disruptive AI and data management solutions for illness screening and monitoring so that the proper decisions may be made sooner. Join our varied team of researchers, developers, entrepreneurs, and business professionals who are working together to shape healthcare's future.Please send us your motivation letter and English resume!Duties 
. Analyze client demands in collaboration with the CSM Team to enhance the entire customer experience. 
. assistance in putting the onboarding structure and procedures into practice and making them better
. Together with the CS Function/Department, evaluate customer support procedures and encourage the implementation of new ones. 
. Assist in handling and addressing client inquiries and grievances 
. Encourage customer-organization mediation and cross-integration 
. Assist the CSM Lead and Team in developing short- to medium-term plans. 
. Encourage process improvement and documentation 
. Encourage the continuous development and production of support packages that are aimed at users. 
. Support the gathering and analysis of customer feedback (PMCF) 
. Encourage the enhancement of the gathering of customer feedback 
. Encourage initiatives to keep customers and renew licenses.
Conditions:
. English and German language proficiency are necessary.
. Two years or more of experience in a relationship, customer success, account management, or related job is required.
. knowledge of AI technology and cloud-based systems.
. familiarity with both Microsoft Office and Google Suite.
. working knowledge of a CRM system.
. outstanding interpersonal and communication abilities.
. strong ability to analyze and solve problems.
. Presentation abilities are also crucial.
. the capacity to function both alone and together.
. proactive and self-motivated.
Additional Skills and Qualities
. Prior experience in a CSM/AM supporting job connected to software is a big benefit.
. Experience working remotely is also advantageous.
. Hubspot knowledge is desirable.
. It is beneficial to have knowledge of medical image analysis and associated technologies.
. While not necessary, a basic understanding of US (FDA) and EU (MDR) medical device legislation is advantageous.
Benefits
. Although this position is remote, applicants must be able to work during business hours in Central European Time (CET).
. Although it is not anticipated that this position would need more than one on-site visit to a customer every quarter, it may occasionally involve travel.
. You will contribute significantly to a developing team and help to mold Ikerian AG's customer service department going forward.
. chances for professional growth and career progression within the organization.