Customer Success Manager - Japan

AIRS Medical Inc., founded in Oct 2018, is a medical AI startup based in Seoul, Korea, that builds innovative products and services to improve patient experience and institutional efficiency in areas where productivity is limiting clinical value.

AIRS has demonstrated unparalleled deep learning technology in MR image reconstruction, consecutively winning 2019 and 2020 fastMRI Challenge hosted by Facebook AI Research (FAIR) and NYU Langone Health. This SwiftMR technology is a standalone software solution that enables up to 50% MRI scan time reduction without compromising image quality and has successfully been commercialized in Korea and the US market. Having earned the CE mark under the new EU MDR in Jan 2024, it is now ready for the European market.

With the recent acquisition of AI-robotics-based startup, Artiq, AIRS aims to further solidify its unique market position of diagnostic efficiency as well as its monopoly of top-notch talents in AI and robotics. Artiq brings to AIRS a new product, AIIV, a venipuncture automation robot. The prototype is ready to undergo clinical trials in summer 2024 in Korea, with commercial launch targeted for the end of 2024, which will be the first commercialization of its kind in the world.

AIRS has finalized a $20 million Series B fundraising stage in last July. The accumulated total of funds raised to date is approx. $35 million.

🚩Roles & Responsibilities

We are looking for a Customer Success Manager manager to be the trusted advisor to our customers. The expected role is to drive business value for customers through the use of SwiftMR, and engage with customers to provide our best practices to maximize the value of our solution.

• Carry out product installation at new customer sites involving MRI scan parameter optimization and network setups
• Train and assist customers to properly use SwiftMR for optimal compatibility based on the needs of customers
• Respond to and resolve customer inquiries regarding product usage and/or MR image quality
• Train channel partners on product installation and MRI scan parameter setups
• Align with regional Business Development Manager on sales pipeline priorities and renewal strategies
• Align with Product Operations team based in Seoul HQ with new version training and rollout timelines, as well as escalating cases and feature requests from customers.

🎯Qualifications

• BA/BS degree or equivalent experience
• 3-5 or more years of MRI application specialist experience in MRI manufacturers
• Ability to investigate, analyze and breakdown complex situations (ex. issues regarding MR image quality)
• Strong responsibility and urgency on resolving customer inquiries
• Strong verbal and written communication skills
• Passion for continuously learning new technology and being able to provide value to the customer
• Fluent in Japanese (English or Korean is a plus)
• Able to travel around Japan

🏅Preferred Experiences

• Familiar with latest technology as well as networks/servers
• Creative, resourceful, detail-oriented and highly organized
• Familiarity with working in a ‘start-up’ environment
• Experience working autonomously from a home office
• Strong team player

🤝 Work Conditions and Environment

• Work type: Full time under EOR (until AIRS Japan is established)
• Work From Home, with occasional business travel
• Collaborate with team members around the country and the world
• Paid Time Off
• Training & Development

🏃‍♀️ Hiring Process

• Document Screening
• Competency-based interview (Hiring manager, HR)
• Competency-based interview (CFO, HR)
• Culture-fit Interview (CEO)
• Onboarding