Commercial Operations Generalist - German & Eng Speaker (Full Time Remote Europe

View full description

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.
• 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.

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