Customer Success Associate

San Francisco, CA

Motic may be a newcomer in the medical space, but we are hardly a novice when it comes to creating technologies to solve deep-rooted problems. We made big waves in the global medical community last year when we launched our first products for digital pathology, and will be aggressively expanding our footprint and product reach in the global medical market in 2019.

We are looking for a smart, eager Customer Success Associate to drive our expansion into hospitals, clinics and medical schools and to ensure that our customers receive the highest level of technical expertise to use our products properly and derive the greatest possible value from our technology. The ideal candidate is an energetic people-person who will function as equal parts coach, product expert, troubleshooter, and ambassador.

This is a full-time position based out of our office in San Francisco, CA. You must be authorized to work in the United States.

In this position, you will:

  • Coach customers toward expertise with our products
  • Work very closely with the sales team to provide the highest level of responsiveness and relationship-building to our customers
  • Be a dedicated service representative for our medical grade microscopes and digital pathology products
  • Create automated workflows for customer service processes (i.e. FAQ repository, automated email responses, etc.)
  • Drive product development from the user perspective; there will be plenty of opportunities to forecast and communicate user needs to the R&D and sales teams
  • Ensure customer retention by producing innovative ideas to inspire loyalty
  • Light travel to conferences, trade shows, or customers as required
  • Report to the Customer Success Manager

Does this sound like you?

  • A minimum of 1 year in a client-facing Customer Success or Account Management role; previous work in a technical field required
  • Product-centric: You are genuinely passionate about our product and our mission to revolutionize the way pathologists deliver care
  • Technical fluency and excellent written and verbal communication skills: You understand the ins and outs of highly technical products and explain their features and functions in language that non-technical users can easily comprehend
  • Relationally-oriented: You have a proven track record of cultivating strong internal and external relationships via diplomatic and empathetic engagement, even under pressure
  • Service-focused customer advocacy: You prioritize the user experience, know how to determine the urgency of support tickets, and know how to translate customer pain points into tangible product feature requests
  • Coachability: You are committed to continuous learning and self-improvement

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Diversity is the Key to Success…

We believe that innovation is driven by people who see the world in nontraditional ways. We strongly encourage members of underrepresented groups and people with diverse backgrounds to apply to available careers.