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.

Please provide us with English CV / Motivation letter!

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

• 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.

• 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.