Customer Success Engineer

Barcelona, Spain | Full-time | Fully remote

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QMENTA was founded to empower the breakthroughs that will ultimately make brain diseases a thing of the past. We deliver on our vision by serving as the indispensable hub for data, tools, and expertise that accelerates the understanding, diagnosis and treatment of neurological diseases. How? We bring to market a powerful package of sophisticated technologies integrated into a single software solution that easily fuses big brain data with AI analytics.

As a Customer Success Engineer you will be the first point of contact for new and existing customer questions. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and ensuring ongoing satisfaction and retention. This is a customer facing role that combines hands-on strong technical capabilities, especially in the (brain) Medical Imaging space.

 

RESPONSIBILITIES

  • Build and maintain a good relationship with our new and existing customers.
  • Be the first line contact for customer questions and issues, work with the appropriate internal teams (e.g. engineering, medical imaging research, product management, quality & regulatory), to solve problems and manage them through to resolution
  • Realize technical implementation of our software across different medical centers and research institutions by efficient communication with different stakeholders (physicians, MRI techs, IT staff, project managers).
  • Be the voice of the customer inside QMENTA organization to promote client’s interests such as feature requests, previews etc. 
  • Proactively manage the client’s lifecycle, from onboarding through extensive growth and renewal. 
  • Provide strong written documentation for a variety of user communications including direct user questions, user manuals, internal research, FAQ/knowledge content, and others
  • Become a product expert and work together with our team to develop and optimize training programs including web-based and video collateral

 

WHAT YOU WILL WORK ON

  • Anticipate customer needs and utilize communication skills to facilitate efficient workflow.
  • Internally report malfunctions, feedback, and suggestions appropriately.
  • Troubleshoot issues pertaining to the underlying QMENTA Cloud applications and systems.
  • Diagnose, debug, and document issues in both applications and systems.
  • Respond to customer inquiries through our ticketing solution.
  • Participate in training teammates.
  • Coordinate with internal scientists to describe in-depth information on the AI applications.
  • Communicating and coordinating with the compliance department all reportable complaints.
 

WHAT DO WE THINK YOU NEED

  • Excellent verbal and written communications skills in English.
  • Experience in (brain) imaging (CT and MRI) is a plus.
  • Experience in a customer-facing role, ideally in supporting cloud software solutions, is a plus.
  • Experience working with ticketing tools, such as ZenDesk, JIRA Service Desk, etc.
  • Experience in a customer success role via different channels
  • Exceptional communication skills to provide clear and empathetic customer support
  • Independent reasoning and critical thinking skills
  • Working with developers, and reporting software bugs
  • Experience in the healthcare and/or SaaS sectors is a plus.

We are looking forward to your application!

 

About QMENTA

At QMENTA, we strive to solve hard problems with creative solutions, and have fun during the process. In everything we do, we’re guided by our ABCDE’s core values:

Amplifier

  • Positiveness: We face challenges with a positive attitude.
  • Encourage: We work hard and share your enthusiasm.
  • Amplify: We amplify our capabilities and multiply results.

Balancer

  • Brains before brawn: We are resourceful and innovative.
  • Proactive: We generate constructive change both personal and professional.
  • Pride: We take pride in our work and recognize it.

Challenger

  • Ambition: We tackle important and meaningful problems.
  • Impact: We are making a difference in the world.
  • Excellence: We set the bar high.

Doer

  • Fast delivery: We are nimble and efficient.
  • Quality: We understand our clients and deliver the highest quality product.
  • Accountability: We are pragmatic and meet our commitments.

Expert

  • Privacy and Security: We design our systems to protect data following global industry standards.
  • Expertise: We have the knowledge and skills to solve your problems.
  • Trust: We are honest, ethical and our word is our bond.

Only CVs in English will be taken into consideration.

We are an exciting and rapidly growing business where everyone works hard towards a common goal of exceeding customer expectations. We are looking for the right candidate to join us on our journey.