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.

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

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.

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.

Benefits

• 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.