Clinical Customer Success Manager

Clinical Success ManagerConcertAI is building the future of precision medicine. We use advanced artificial intelligence and real-world data to transform how healthcare and life sciences generate evidence, make decisions, and improve patient outcomesstarting in oncology and rapidly expanding across therapeutic areas. Our teams partner with the world's leading pharmaceutical companies, providers, and research organizations to solve some of healthcare's most complex challenges.At the core of our innovation is CaraAI, our next-generation AI platform that unlocks powerful insights from complex clinical, imaging, and molecular data. Combined with our Precision Suitewhich unifies real-world data, advanced analytics, and scalable evidence generationthese solutions are transforming how clinical development, regulatory, and commercialization decisions are made.ConcertAI brings together a portfolio of purpose-built solutions, including TeraRecon, an industry leader in advanced imaging and AI-driven visualization, and CancerLinQ, the ASCO-originated oncology platform advancing care quality and large-scale discovery.Joining ConcertAI means working alongside bold thinkers, builders, and healthcare experts on innovative, high-impact products that directly improve patient lives. You'll be part of a fast-growing, mission-driven organization at the forefront of AI-enabled healthcare, with meaningful opportunities for growth and leadership.Role SummaryConcertAI is a launchpad for the next generation of innovation. Our TeraRecon product suite is the market leader for advanced visualization and artificial intelligence technology in the healthcare industry. Our mission to continuously innovate ahead of market demand would not be possible without a talented, enthusiastic, and genuine team.Our high-energy, diverse, and collaborative work environment provides our employees with a greater degree of empowerment and more opportunities for professional development. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ConcertAI means challenging yourself to grow outside your comfort zone and inspiring each other to be better as well. If you share the same passion, energy, and dedication, we welcome the chance to meet you.As a strategic member of our sales team, you will have a major impact on our success. As a Clinical Success Manager you will be responsible for collaborating on sales strategies, identifying customer challenges, and crafting a message that speaks to relevant, differentiated value. Connecting with your audience, establishing credibility, and learning quickly, all with a start-up mentality is essential. The position is remote with employee based in Sydney, AUS.ResponsibilitiesCustomer Relationship ManagementCultivate and maintain strong relationships with assigned clinical customers, serving as their primary point of contact for support and guidance.Understand customer needs, challenges, and goals to foster long-term partnerships and enhance customer satisfaction.Training and OnboardingFacilitate training sessions and onboarding for new users of TeraRecon software, ensuring they are equipped with the necessary skills and knowledge.Train clinicians on all levels of imaging post-processing techniques and available AI.Performance MonitoringTrack and analyze customer engagement metrics, identifying trends and opportunities for improving usage and satisfaction.Maintain a cadence of communication with customers about their adoption trends and sentiment, while mining for deeper engagement and sales opportunities.Issue Resolution and SupportServe as a point of contact for customer inquiries and issues, providing timely and effective solutions.Review customer complaints and concerns, engaging the appropriate TeraRecon staff to help resolve any issues.Churn Prevention and RetentionEstablish clear retention goals and process milestones for clients to work towards.Proactively identify at-risk accounts and develop strategies to mitigate churn, working closely with customers to address concerns and enhance their experience.Drive retention and growth among valuable customers by understanding their business needs and helping them succeed.Customer Engagement InitiativesEnable successful rollout of TeraRecon to customers, including sharing and developing relevant creative assets, performing quarterly business reviews, training, and health checks virtually up to three times a year and onsite once a year.Promote an energetic fan base for TeraRecon products and identify opportunities for customers to act as advocates, such as testimonials and case studies.Cross-Functional CollaborationCollaborate closely with sales to support pilot customers, renewals, and expansion opportunities.Work with the product management and engineering teams to guide the development of new features or enhancements, serving as the voice of the customer.Market Insights and Competitive AnalysisTravel to current or prospective customer sites, luminary sites, trade shows, and symposia as needed to perform presentations, training, and capture customer product feedback.Gather and document customer feedback to inform product development and service delivery.Process ImprovementOptimize existing processes within the company and actively enhance all customer success initiatives.Design, configure, and optimize data and clinical workflows for TeraRecon products deployed at customer sites.Perform routine health checks, application performance checks (APS checks), and business reviews with customer contacts.Check in with sites after training to ensure they are comfortable with the system and assess any needs for follow-up training.Resource ManagementMarshall resources across the TeraRecon organization as needed to support customer needs.Work closely with TeraRecon and customer project managers to ensure readiness for training upon completion of installation or upgrades.Documentation and ReportingLog all information into required systems and prepare regular reports on customer performance and feedback.Deliver and communicate ROI for clients throughout the customer lifecycle.Event Representation and NetworkingRepresent TeraRecon at industry events, trade shows, and customer symposiums, showcasing product capabilities and building relationships within the healthcare community.Conduct presentations and demonstrations to prospective customers, highlighting the value and benefits of TeraRecon products.Enhanced Data Analysis and InsightsLeverage strong analytical skills to analyze customer data and usage patterns, translating insights into actionable strategies for improving customer engagement and satisfaction.Conduct regular health checks and sentiment analysis to proactively address customer needs and concerns.Customer Advocacy and Feedback LoopRepresent the voice of the customer in internal discussions, advocating for customer needs and influencing the product roadmap based on customer feedback.Collaborate with the product management team to ensure that customer requirements and feedback are integrated into future product development.Qualifications and Experiences:Requires 8+ years of hands-on CT/MR Background with ARRT CertificationRequires 2+ years of education and/or clinical applications trainer experience in advanced visualization or medical AIThe ability to demonstrate value versus features and functionalityA complete and thorough understanding of the workflow, needs and challenges facing today's complex medical imaging organizationsExperience on stage, in webinars, and presenting/communicating to large audiencesExceptional communication skills in demonstrating relevant value and key differentiators in a way that's compelling and memorableAn ability to establish credibility with executives, business decision-makers, physicians, and clinical influencersExperience building and maintaining relationships and the ability to drive engagement and adoption of new technologyA strong ability to articulate technology concepts to both high level business audiences and highly clinical or technical individualsAn ability to prioritize and perform tasks and activities that may be out of your comfort zoneA positive, "can do" attitude, high emotional intelligence, and resilient characterA results-driven sales mindset and sense of urgencyA strong work ethic, a self-starter with comfort in a dynamic environment where you are expected to move quickly and wear many hats. Ability to effectively complete tasks and projects with minimal supervisionA high degree of passion, energy, drive, and willingness to travel up to 50-65%Education:Bachelor's Degree in Radiography/Imaging requiredCT