Posted on: 
July 6, 2024

Customer Success Specialist

Job Description

🔥 Our mission: Innovation to patient, faster.

As regulations of the medical sector become increasingly strict in the European Union, health institutions, such as hospitals and laboratories struggle to maintain compliance due to a lack of knowledge and resources. This bears the risk of pushing small laboratories out of business and reducing the overall offering in diagnostics, ultimately resulting in a reduced health care quality for patients.

At Platomics, we address this problem by creating products that tap into an existing ecosystem and make complying with a wide range of regulations fast and easy.

Candidates should be prepared to work in a high-cadence environment, collaborating with a highly qualified and international team. Your contributions will directly impact the lives of millions of individuals by ensuring that treatments and laboratory analyses—especially for rare diseases—can remain available.

We are looking for a Customer Success Specialist to join us on this journey.

The Role

As a Customer Success Specialist - Labs, you are the product expert and a driver of the development of Platomics' relationships with key customers and local and international partners. The Customer Success Specialist accelerates sales and business growth for digital health applications including a digital portal for different stakeholders (health institutions, diagnostic laboratories, manufacturers of diagnostic products, etc).

You will:

  • Build and maintain lasting relationships with clients and partners in health institutions, industry partners and customers from the healthcare sector
  • Monitor the market and our competitors; staying current with company offerings and industry trends
  • Showcase your expertise in the industry by performing presentations, webinars, demo-sessions and trainings for customers and employees
  • Communicate the full impact of regulations on (genetic) diagnostic testing and quality requirements to customers
  • Maintain customer data and communication history in CRM
  • Work across multi-functional teams to achieve common goals effectively and efficiently
  • Identifying and evaluating new leads in cooperation with Business Development team as well as implementing the resulting measures (KPI).
  • Communicate customer feedback and requirements on software products internally, as well as support the development of new products and solutions

Our team typically operates from our headquarters in Vienna, Austria. However, we also provide the opportunity for remote work with occasional visits to Vienna and travel budget. The role is open to applicants based anywhere in Europe.

What you bring to the table

  • Master’s degree or relevant experience related to healthcare or sales
  • 2-3 years of experience in a customer-facing role (sales manager, application specialist, customer support or regulatory affairs in diagnostics industry )
  • Biomedical or related background with a good understanding of molecular diagnostics
  • High level of German and English skills, written and spoken with the ability to present
  • Ability to present information clearly and convincingly to key stakeholders, as well as in a client-facing capacity in demonstrations and conventions
  • Outgoing, proactive and professional demeanor
  • Entrepreneurial spirit with a creative mind
  • Team player with excellent collaboration skills
  • Self-organized, responsible, able to meet deadlines  

Nice-to-Have

  • Proven experience in technical product support and product management
  • Experience with medical literature and publication databases
  • Understanding of quality and regulatory standards such as EU IVDR, MDR, ISO 15189, FDA, ISO 13485 and their implications for genetic testing i
  • Established network of contacts in diagnostics industry or health sector, good understanding of way diagnostic labs operate
  • Experience with wet lab processes

What we offer

  • Work in a company that has a truly meaningful impact: with our work, we will improve healthcare for millions of people
  • Competitive salary: Offers in accordance with Austrian collective bargaining agreements. However, our salaries are market oriented and inline with your qualifications and experience.
  • Flexible working hours: Because you know best when it is the best time to do your work
  • Remote flexibility: Join us in Vienna or from your home office anywhere in Europe
  • Workaction: Ability to work abroad for limited periods
  • Tech pack: We provide individual hardware for your success
  • Regular in-person events: Quarterly in our headquarters in Vienna with a team-building budget
  • Counseling: Confidential and professional service to support our team

How we work

We are a team of experienced, driven individuals working remotely across Europe. While our team culture is continually evolving, it is guided by the following principles:

🔋 Its a marathon, not a sprint

We create a work environment that keeps all team members healthy physically and psychologically in the long term. While we work hard, we respect boundaries and take breaks to recharge.

💬 Radical candour & psychological safety

We say what we think and care about each other. We appreciate feedback because this is what lets us grow. We create an environment where every opinion gets heard and valued.

🥇 We reject mediocrity

We deliver our best work. We care about the results we deliver and own our mistakes. We take calculated risks and ship fast - but we are not sloppy.

🔥 Ideas over hierarchy

Facts and arguments win, not job titles.

What happens next

If this posting sparked your interest, please submit your application below. You can familiarize yourself with the company via our website and Linkedin page.

If your skillset matches what we are looking for, you will be contacted and the application process follows these steps:

  1. Introductory Call (30 min)
  2. Hiring Manager Interview (30 min)
  3. Take Home Assignment and Presentation + Team Interview (90 minutes)

Platomics is committed to providing a respectful, safe, and inclusive workplace. Diversity at Platomics means fostering a workplace in which individual differences are recognized, appreciated, and respected in ways that fully develop and utilize each person’s talents and strengths and this starts with the recruitment process. If you have any special needs to accommodate your application or an interview, please let us know.

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