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Commercial Operations Generalist - German Speaker (Full Time Remote Europe)

Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

Fluency in German and English required, Min. 2 years in Customer Success role, Familiarity with cloud-based platforms, Experience with CRM Systems, Proficient in Google Suite and Microsoft Office.

Key responsabilities:

  • Analyze customer needs to enhance experience
  • Support onboarding framework and processes
  • Manage and resolve customer requests and complaints
  • Support the definition of strategies for customer success
  • Assist in improving customer feedback collection
Retinai logo
Retinai Startup https://www.retinai.com/
11 - 50 Employees
See more Retinai offers

Job description

About Us

Ikerian AG (formerly RetinAI Medical) is a fast-growing medical device software company headquartered in Bern, Switzerland. Our mission is to enable the right decisions sooner in healthcare, through transformative AI & data management solutions for disease screening and monitoring. Join our diverse team of entrepreneurs, developers, researchers, and commercial experts who are collectively shaping the future of healthcare.

Responsibilities

  • Together with the CSM Team, analyze customer needs to improve the overall customer experience
  • Support with the implementation and improvement of onboarding framework and processes
  • Assess Customer Support practices and support the introduction of new practices in tandem with the CS Function/Department
  • Support managing and resolving customer requests and complaints
  • Support Cross-integration and mediation between customers and the organization
  • Support the CSM Lead and Team in the definition of short- to mid-term strategies
  • Support documentation and improvement of processes
  • Support the ongoing development and creation of user-facing support packages 
  • Support Customer Feedback collection (PMCF) and analysis
  • Support improvement of Customer Feedback collection
  • Support efforts for license renewal and customer retention

Requirements

  • Proficiency in German and English is required.
  • Min. of 2 years experience in a Relationship/Customer Success/Account Management or supporting role
  • Familiarity with cloud-based platforms and AI technologies.
  • Google Suite proficiency as well as Microsoft Office.
  • Experience in working with a CRM System.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Presentation skills are also important.
  • Ability to work independently and as part of a team.
  • Self-motivating and proactive.

Additional Competencies and Characteristics

  • Previous experience in a software related CSM/AM supporting role is a significant plus.
  • Remote working experience is also beneficial.
  • Knowledge of Hubspot is preferred.
  • Understanding of medical image analysis and related technologies is advantageous.
  • Basic awareness of medical device regulations in the EU (MDR) and the US (FDA) is beneficial but not essential.

Benefits

  • This role is remote, but candidates must be available to work during Central European Time (CET) business hours.
  • This role may require occasional travel, though not expected to require more than one on-site visit to a client per quarter.
  • You will play a key role in a growing team, helping to shape the future of customer support at Ikerian AG.
  • Opportunities for career advancement and professional development within the company.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
EnglishGermanEnglish
Check out the description to know which languages are mandatory.

Other Skills

  • Social Skills
  • Self-Motivation
  • Microsoft Office
  • Teamwork
  • Problem Solving
  • Verbal Communication Skills
  • Analytical Thinking

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