ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager for AI healthcare startup improving patient communication. Onboarding practices and analyzing patient interactions with AI technology.
Responsibilities
- You bring hands-on experience from clinical practice and support practices from setup to daily operations: onboarding with an introductory interview, system setup and a short training, as well as ongoing support.
- You are the primary point of contact: you record requests in a structured way, prioritize them and resolve issues yourself where possible; when needed, you coordinate quickly with Tech/Product and keep the practice transparently informed.
- You review anonymized conversations between the 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 reduce day-to-day workload.
- You improve internal processes with practice-ready 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, prepare it clearly for the team, support practice trials of new features and check whether they perform well in everyday practice.
Requirements
- Completed training or degree in the healthcare field (e.g., Medical Assistant (MFA), Practice Management, Healthcare 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 issues; manage interfaces with Tech/Product teams
- Strong didactic skills: deliver mini-trainings, share best practices, produce short guides; excellent German (spoken and written) and good English
- Digitally savvy: confident with practice management systems and open to new tools; strong documentation skills (checklists, short guides/FAQs), able to implement small standardizations/automations; confident handling of AI-supported phone/chat solutions including structured testing of new features
- Service- and process-oriented; eye for efficiency and automation, with a high sensitivity to data protection/GDPR requirements
Benefits
- Hybrid work: split between home office and our modern office in the heart of Karlsruhe
- Flat hierarchies and short decision-making processes: freedom to implement your ideas quickly
- A highly motivated team: join an engaged environment that shapes the digital future of medical practices together
- Development opportunities: we support your professional and personal growth in the fields of AI and Customer Success
- Startup spirit: expect an open and innovative culture where you actively participate in decisions and can make a real impact
Job title
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