Customer Success Executive

    Key Responsibilities

• Provide Level 1 and Level 2 customer and product support to DermEngine and MoleScope customers, with particular attention to customers during their first three months.
• Guide new customers through the configuration and setup of DermEngine.
• Project-manage the successful onboarding of new paying customers.
• Ensure customers receive appropriate training and remain actively engaged with DermEngine.
• Promote relevant DermEngine and MoleScope features and benefits to improve customer satisfaction, product utilization, and retention.
• Serve as the first point of contact for inbound customer support requests from Australia, New Zealand, and the wider Asia-Pacific region.
• Assist with support tickets handed over by teams in other regions due to time-zone differences.
• Deliver training sessions for new and existing customers.
• Respond to ad hoc questions and support requests from existing customers.
• Coordinate the logistics of client data migrations.
• Liaise with MetaOptima’s technical team in Vancouver to resolve escalated customer issues.
• Coordinate with the Vancouver Support team as required.
• Occasionally deliver webinar demonstrations to prospective customers.
• Occasionally follow up with existing leads after product demonstrations.
• Complete ad hoc administrative tasks that support customers and the wider business.
  
  
  
  
  

   About You

  You are an organized and confident communicator who enjoys helping customers adopt new technology.You can explain technical concepts clearly,  manage several priorities at once, and take ownership of customer issues from initial contact through to resolution.

  The ideal candidate will bring:

• Experience in customer success, software support, account management, implementation, or a similar customer-facing role.
• Strong written and verbal communication skills.
• Confidence delivering virtual training sessions and product demonstrations.