Clinical Application Specialist, Customer Success
Job Description
We are looking for a Clinical Application Specialist to join our Customer Success Team. TeraRecon’s Customer Success team engages our corporate customers to drive adoption and demonstrate ongoing value of our entire suite of software and tools. This critical function is responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of the TeraRecon organization to uncover new ways to make TeraRecon a part of everyday life for our customers and to help grow and improve our product. If you are dedicated and ambitious, TeraRecon is an excellent place to grow your career.CAI is looking for an Analytics Associate within the Customer Success organization. This Analytics Associate will support the Strategic Data Science team by aiding the implementation of CAI’s leading real-world data products and clinical cloud capabilities. You will be part of the team providing strategic guidance for our pharmaceutical and biotechnology partnership requests for real-world data (RWD) consultation, about RWD fueled platforms, and related to RWD analytic services to ensure that the right CAI experts are leveraged at the right time and that optimal value from CAI products are realized.
Responsibilities
- Establish clear retention goals and process milestones for the client to work towards.
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
- Enable successful roll-out of TeraRecon to customer employees, including sharing and developing relevant creative assets, performing quarterly business reviews, training and health checks virtually at least 3x/year and onsite at least 1x/year.
- Optimize existing processes within the company and actively enhance all customer success initiatives.
- Review customer complaints and concerns and engage the appropriate TeraRecon staff to help resolve any issues.
- Seek to improve all aspects of the customer experience with TeraRecon.
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, while mining for deeper engagement and sales opportunities.
- Promote an energetic fan base for products and locate TeraRecon ambassadors to the products’ benefits and values. Identify opportunities for customers to act as TeraRecon advocates (e.g. testimonials, case studies).
- Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.
- Marshall resources across the TeraRecon organization as needed to support customers’ needs.
- Represent the voice of the customer to inform our sales process and product roadmap.
- Act as a trusted advisor to our large customers and ensure their success.
- Help customers achieve business value and get the most out of their investment with TeraRecon.
- Drive increased value, retention, and customer satisfaction.
- Expand the TeraRecon footprint across the assigned organizations.
- Deliver and communicate ROI for our clients, throughout the customer lifecycle.
- Perform pre-sales demonstrations and customer training for TeraRecon’s full application suite.
- Train clinicians on all levels on imaging post-processing techniques and available AI.
- Have expert level knowledge of all TeraRecon product.
- Travel to current or prospective customer sites, luminary sites, trade shows and symposia as needed to perform presentations or training, participate in clinical research projects and/or capture customer product feedback.
- Work with the product management and engineering teams to help guide the development of new features or enhancements and modify current features by being the voice of the customer.
- Work closely with product management team on localization of clinical assessment and needs as required.
- Work with customers and the TeraRecon team to keep attrition below max threshold, meet specific growth and sales passthrough goals quarterly and yearly.
- Provide Support for TeraRecon’s luminary, reference, strategic sites, and any sites enrolled in the customer success management program
- Design, configure and optimize data and clinical workflows for the company products deployed at customer sites
- Provide application assistance and support to end users
- Test and investigate all clinical related issues
Job Requirements
- Certified technologist with 8+ years of practical hands-on CT or MR experience, working in a clinical environment (hospital, imaging center, etc.)
- Minimum of two or more years of experience on TeraRecon software preferred
- Minimum of two or more years leading and facilitating training
- Experience with Customer Success, Relationship Management, Account Management, or similar role is preferred
- Experience working with large complex, multi-divisional and multi-geographical customers and enterprises preferred.
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate, churn and drive engagement and renewals.
- Proficient in medical terminology and concepts.
- Fluent in English required
- Working knowledge of electronic health records and systems, PACS systems, and the ability to work with a variety of systems, programs, and software applications.
- Empathetic, positive attitude with a desire to help our customers reach their goals.
- Results-driven mentality, with a bias for speed and action.
- Strong analytical skills, with the ability to translate data into insights.
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
- Passion for technology and for being a part of a fast-growing organization.
- Strong work ethic with comfort in a dynamic environment where you are expected to move quickly and
- Education:
- Licensed (Radiology)
- Bachelor’s Degree preferred.
- Language: Japanese (Fluent); English (Fluent; Advanced is also preferred)
