Customer Success Specialist

WHO ARE WE
Nicolab was founded in 2015 following the acclaimed MR CLEAN trial, which led to a global paradigm shift in acute stroke care and triaging. Our mission is to Empower healthcare professionals with Quick and Reliable Access to Vital Information when it Matters Most. Nicolab is headquartered in Amsterdam, The Netherlands, and is proudly an Australian-based publicly unlisted company with a growing global presence.

WHY WE NEED YOU
At Nicolab, the relationship with our customers is key; we believe in a transparent approach and maintaining constant dialogue to understand customer needs and deliver the most value. 

As a Customer Success Specialist, your primary objective is to ensure that our customers- hospitals and physicians-are deriving the maximum benefit from our solutions. This role is crucial for driving customer-centric initiatives, understanding the specific challenges faced by physicians, and ensuring exceptional customer retention. 

Our ultimate aim is to enhance patient outcomes and streamline medical workflows also using our cutting-edge Al solutions, like StrokeViewer and our newest Workflow solution, called Nicolab Assist. Right now, Nicolab contributes to a 12% increase in patients being free of severe, long-term disability after having a stroke. The Nicolab assist will also be used outside of stroke care.

WHAT WE ARE LOOKING FOR

• 5+ years of experience in a customer success, account management, or related role within the healthcare industry;
• Advanced Clinical Knowledge of stroke care;
• In general having an excellent knowledge of clinical workflow situations is a prerequisite;
• High analytical and strategic skills combined with strong execution power;
• Clinical experience in a healthcare setting to understand the challenges and workflows in hospitals;
• Ability to work with a strong cross department team to support technical, support, and training aspects;
• Customer-centric mindset: Understanding of customer service principles and the ability to maintain a customer-first approach in all activities.

+ NICE TO HAVE

• Familiarity with healthcare IT/ communication systems;
• Demonstrated success in identifying opportunities for upselling and expanding customer relationships;
• Proven experience working collaboratively across departments (e.g., sales, product development, technical support) to drive customer success initiatives;
• Proficiency in multiple languages (English, Spanish, Italian, French, German) to support a diverse customer base;
• Experience with Data Analysis Dashboards in Power Bl to further develop existing customer insights.
  

WHAT YOU WILL BRING

• Understanding of hospital workflows, and how technologies can take burden away
• Ability to design systems that lead to high customer satisfaction with smart metrics to track success.
• Exceptional ability to communicate effectively with senior clinicians.
• A strong vision for making customers successful and the ability to develop and execute plans to achieve this vision.

WHAT WE OFFER

• Chance to make a real difference in patients' lives.
• Work in a stimulating environment with a motivated team.
• Pension plan contribution, additional 8% holiday pay, flexible working hours,
   travel expenses by car, train, or bike, and a work laptop.

Ready to Make an Impact?
Join us and be part of a team that values innovation, collaboration, and growth. If you are passionate about making a difference and eager to take your career to the next level, we want to hear from you!

Apply now and start your journey with Nicolab!