Senior Customer Success Associate managing automated customer accounts for sustainability platform rePurpose. Delivering quality support through efficient ticket management and customer onboarding.
About the role
- Customer Success Manager guiding healthcare practices in using AI solutions for patient management. Engaging with clients through onboarding and continuous support in a hybrid work environment.
Responsibilities
- You apply your practical experience directly and support practices from setup to daily operations: onboarding with an interview, configuration and a short training session, as well as ongoing support
- You are the primary point of contact: you record requests in a structured way, prioritize them and resolve issues whenever possible; when needed you quickly coordinate with Tech/Product and keep the practice transparently informed
- You review anonymized conversations between AI and patients, identify patterns and pitfalls, and derive concrete improvements
- You proactively support practices through regular check-ins, share best practices, deliver mini-trainings and recommend simple measures that noticeably ease daily workflows
- You improve internal processes with practice-oriented aids: onboarding checklists, short guides/FAQs, and small automations in the customer system; you also ensure clear quality standards for conversation reviews
- You collect feedback from practices, synthesize it clearly for the team, support pilot tests of new features in practices, and assess whether they work well in day-to-day operations
Requirements
- Completed training or degree in the healthcare field (e.g., medical assistant (MFA), practice management, health management)
- Experience in practice management and patient communication
- Analytical: able to review anonymized conversations, recognize patterns, and derive improvements
- Independent and structured: prioritize and resolve requests; manage interfaces with Tech/Product teams
- Strong didactic skills: deliver mini-trainings, share best practices, create short guides; very good German language skills (spoken and written) and good English skills
- Digitally savvy: comfortable with practice management systems, open to new tools; produce clear documentation (checklists, short guides/FAQs), implement small standardizations/automations; confident handling of AI-powered phone/chat solutions including structured testing of new features
- Service- and process-oriented; eye for efficiency and automation, and high sensitivity to data protection/GDPR
Benefits
- Hybrid work: split your time between home office and our modern office in the heart of Karlsruhe
- Flat hierarchies and short decision-making paths: you have the freedom to implement your ideas quickly
- A highly motivated team: join an engaged environment that is shaping the digital future of medical practices
- Development opportunities: we support your professional and personal growth in AI and Customer Success
- Startup spirit: an open and innovative culture where you actively participate in decision-making and can make a real impact
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