Customer Success Executive - Asia Pacific

Sydney, Australia | Full-time

Do you have the problem solving skills of Macgyver?  Do your friends and family get you to fix their tech problems?  Do you want to channel these superpowers towards saving people’s lives and solving big problems in healthcare?  We want to hear from you…

About the company:

MetaOptima Technology is one of the fastest growing startups looking for a highly-driven and talented individual to join our growing Sydney office. 

We design and build complex and cool gadgets and develop the next generation of mobile and web e-health solutions.  We are the creators of MoleScope™, a complete telemedicine solution for the prevention and detection of skin cancer.

MetaOptima was founded in Canada in 2012, and has a continually expanding presence across the country.  We have recently established an office in Australia, and a growing customer base across New Zealand. We will be expanding to other parts of the world in the coming months. 

This isn’t a big stuffy corporate.  We want excited, motivated individuals keen to take part on an amazing journey to solve big problems and save thousands of lives across the world.

About the role:

In this role, you will have a broad range of customer support responsibilities:

  • Level 1 and 2 customer/product support to all DermEngine and MoleScope customers, particularly those in the first 3 months using the products

  • Guiding customers through the configuration and set up process of DermEngine

  • Promoting the features and benefits of DermEngine and MoleScope to improve customer satisfaction and retention

  • Ensuring all customers are appropriately trained and engaged in DermEngine to promote increased software utilisation

  • First priority for any inbound customer support request in Australia, New Zealand and the rest of Asia Pacific

  • Assisting with support tickets handed over from other regions out of timezone

  • Administering training sessions for new and existing customers

  • Supporting existing customers with ad-hoc queries

  • Occasionally deliver webinar demonstrations to potential new customers when required

  • Occasionally follow up on existing leads following product demos

  • Project Management of bringing new paying customers on to DermEngine successfully

  • Managing logistics of data migrations for clients

  • Liaise with the MetaOptima technical team in Vancouver for any escalated customer issues

  • Ad hoc administration tasks

  • Coordinating with the Vancouver Support team as required

About you:

  • Capacity to learn complex subject matter and relay that information to others

  • Ninja level problem solving skills

  • Foresight to successfully manage difficult change management projects

  • You have a customer centric focus with everything you do

  • You can proactively manage multiple projects of varying size and importance

  • Very comfortable using cloud-based tools such as Google G-Suite

  • You thrive in a start-up culture

  • Fast and accurate typing and computer navigation

  • Comfortable and capable in being very paperless

  • Keen to help with sales and admin as required

  • Love healthy and active living and a strong appreciation for technology

  • Able to tactfully and professionally influence clinicians and senior professionals

  • Manage competing and demanding priorities against tight and demanding deadlines

  • You are looking for work that is impactful, exciting and rewarding

  • Experience with healthcare SaaS highly regarded

Customer Success Executive - Asia Pacific

Sydney, Australia | Full-time